Automatic Follow UP and Reminder Emails

[CyberVoid]

Hello,

I’m green in OTRS and need to setup some notification. I’ll need some help with it.

Here’s what I want to achieve:

- Follow UP: Each time that an agent update a ticket, an email need to be sent to the customer with the updated information, same thing if the customer update is ticket, the agent need to receive a email. Each action made on a ticket is sent to the agent or client, depending on how is doing that update.

- Reminder: Each ticket priority as a specific amount of time that the agent needs to accept the ticket or update it. When that time is reach, an email reminder need to be sent to that agent. Ex: High priority tickets needs an agent response within 15 min, Low priority tickets within 4 hours. So that there’s no forgotten tickets.

Any help will be much appreciated!

Fred

[jojo]

Hi,

FollowUps to Agents: need to becked by each agent in his preferences
FollowUp to Customers -> use the Reply functionality (he'll receive an email)

Escalations are not bound to priorities in OTRS, you need to use Service and SLA