Escalation to a page/text for new tickets

thunter0028 · Post by **thunter0028** » 14 Jan 2012, 17:07

I wanted to see if anyone knew how to setup escalation of a ticket that is in the NEW TICKETS queue for X amount of time to send a page/text to an individual? I need this feature when we are offsite, and our support email hast yet been checked but a ticket has been in the NEW TICKETS queue for a specific amount of time. Any help is appreciated!

OTRS version 3.0.10

Post by **crythias** » 15 Jan 2012, 02:02

Yes. Use a Generic Agent to check for this, then change something (Priority or State) and have Notification (Event) send the message.

thunter0028 · Post by **thunter0028** » 15 Jan 2012, 08:16

I created the generic agent for this. MY next question would be is there an option I am not seeing you sent a text out as a notification?

Post by **crythias** » 15 Jan 2012, 15:26

Not within Generic Agent. It's a separate area called,"Notification (Event)"

thunter0028 · Post by **thunter0028** » 15 Jan 2012, 20:27

I see the event notification section, but I do not see any method to send a text message to someone for a notification...

jojo · Post by **jojo** » 15 Jan 2012, 20:42

you need to add a notification first

thunter0028 · Post by **thunter0028** » 16 Jan 2012, 16:14

So far what I have taken from this thread is that a Generic Agent will find what I am looking for (ticket in NEW queue for 15 minutes or more), then a Notification(Event) will send a message to me saying that the Generic Agent has found this instance. I knew this coming in. I am looking for specifics on how to send a text message from the Notification(Events) to myself when this even occurs. If this is not possible that is fine, it is just a secondary means of contact that we are looking for when a ticket reaches a certain amount of time unanswered.

Post by **crythias** » 16 Jan 2012, 16:58

To send a text message, send an email to the service provider.
http://www.makeuseof.com/tag/email-to-sms/

thunter0028 · Post by **thunter0028** » 16 Jan 2012, 17:20

Thank you. This helps my cause.

thunter0028 · Post by **thunter0028** » 18 Jan 2012, 22:19

I have figured out a lot of this issue, but there is still one more item that eludes me. I am trying to run a generic agent to check on a ticket in the NEW queue that has not been touched for 10 minutes. Once it hits 10 minutes, it will be moved to a new queue I named Escalated. Once in that queue, the notification text is sent. The problem is the generic agent moving the ticket at the 10 minute mark. Any tips on how to perform this?

Post by **crythias** » 18 Jan 2012, 22:23

select all increments of 10.

thunter0028 · Post by **thunter0028** » 18 Jan 2012, 22:26

Where?

thunter0028 · Post by **thunter0028** » 18 Jan 2012, 22:35

Screen shots of my generic agent attached:

Where is the option to set a "threshold" of sorts so that after 10 minutes this gets moved to said queue of Escalated 10?

Znuny Open Source Ticketsystem

Escalation to a page/text for new tickets

Escalation to a page/text for new tickets

Re: Escalation to a page/text for new tickets

Re: Escalation to a page/text for new tickets

Re: Escalation to a page/text for new tickets

Re: Escalation to a page/text for new tickets

Re: Escalation to a page/text for new tickets

Re: Escalation to a page/text for new tickets

Re: Escalation to a page/text for new tickets

Re: Escalation to a page/text for new tickets

Re: Escalation to a page/text for new tickets

Re: Escalation to a page/text for new tickets

Re: Escalation to a page/text for new tickets

Re: Escalation to a page/text for new tickets