Hi all,
Does selecting notify by send notification to Agents?
Escalation - first response time (minutes): ( Notify by - 10% 20% 30% 40% 50% 60% 70% 80% 90% )
Escalation - solution time (minutes): ( Notify by - 10% 20% 30% 40% 50% 60% 70% 80% 90% )
Escalation Notify By Understanding
Moderator: crythias
Escalation Notify By Understanding
OTRS 3.1.X
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reneeb
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Re: Escalation Notify By Understanding
If your response time is 1hr then
-> notify by 10% => notifications are sent after 6 min (6min == 10% of 1hr)
-> notify by 50% => notifications are sent after 30 min (30min == 50% of 1hr)
...
Please note that your genericagent (GA) has to run very often when you want notifications after 6 mins
When GA runs every 30 mins, you can't expect to get notified after 6 min...
-> notify by 10% => notifications are sent after 6 min (6min == 10% of 1hr)
-> notify by 50% => notifications are sent after 30 min (30min == 50% of 1hr)
...
Please note that your genericagent (GA) has to run very often when you want notifications after 6 mins
When GA runs every 30 mins, you can't expect to get notified after 6 min...
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