Custom Escalations: Possible?

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crvio
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Custom Escalations: Possible?

Post by crvio »

Say I would like to add some more escalations on tickets responding to certain SLA.
Some SLA needs us to send a report later on the issue reported.

So managing these additional timelimits with this escalation approach would be very useful.

Is it possible with any OTRS function or extension?
If so, which would be the recommended approach?

Thanks in advance!
crvio
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Re: Custom Escalations: Possible?

Post by crvio »

Maybe the correct question would've been: Do you know a way to achieve this?

Cause if I didn't knew a way, maybe I wouldn't risk to say it's not possible.

Does smbdy know this could be achieved?

Thanks in advance!
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Re: Custom Escalations: Possible?

Post by crythias »

I don't know ... I don't know what you want to track, how you want to trigger or verify that the escalation has been reached or not, the implications of [not] breaching the escalation, what method you'd like to consider this being reported, if a dynamic field of type date isn't good enough then maybe some scheduled event to trigger same, whether you want to do anything with Generic Agent regarding this new escalation...

Is it possible? yeah, throw enough money to a dev and anything's possible.

Is it easy? Probably not.

This is rather vague in the "I want to track some more stuff because my SLA needs it" kind of way ... This is why I, personally, refrained until now from posting. But only to offset the crickets.
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otrsvdel
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Re: Custom Escalations: Possible?

Post by otrsvdel »

crythias wrote:I don't know ... I don't know what you want to track, how you want to trigger or verify that the escalation has been reached or not, the implications of [not] breaching the escalation, what method you'd like to consider this being reported, if a dynamic field of type date isn't good enough then maybe some scheduled event to trigger same, whether you want to do anything with Generic Agent regarding this new escalation...

Is it possible? yeah, throw enough money to a dev and anything's possible.

Is it easy? Probably not.

This is rather vague in the "I want to track some more stuff because my SLA needs it" kind of way ... This is why I, personally, refrained until now from posting. But only to offset the crickets.
Since, I have pretty much the same question as crvio, this means that it's rather very difficult to add additional escalation fields? In my case, besides first response time, update time and solution time which are already defined , I would also need additional field for "Time of troubleshooting" which varies depending on the severity of the issue reported.
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Re: Custom Escalations: Possible?

Post by jojo »

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