Hello ,
We want to enable escalation like
1. First escalation is sent to person1 , if he does not solve
2. Second is sent to person2/group2
3. Then third.
And in a group /queue,
can we disable escalation mails to some agents ?
Ticket Escalation -escalate to different group
Moderator: crythias
-
darshakamodi
- Znuny newbie
- Posts: 45
- Joined: 14 Mar 2013, 15:45
- Znuny Version: 3.2.1
- Real Name: Darshak
- Company: EC
Ticket Escalation -escalate to different group
OTRS 3.1.1, with KIX. Mysql
-
crythias
- Moderator
- Posts: 10170
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Ticket Escalation -escalate to different group
one way: upon escalation, change queue.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
-
darshakamodi
- Znuny newbie
- Posts: 45
- Joined: 14 Mar 2013, 15:45
- Znuny Version: 3.2.1
- Real Name: Darshak
- Company: EC
Re: Ticket Escalation -escalate to different group
Thanks a lot.
is it using Generic Agent? Or is there any event that we can call on Escalation ? If then how ?
is it using Generic Agent? Or is there any event that we can call on Escalation ? If then how ?
OTRS 3.1.1, with KIX. Mysql
-
crythias
- Moderator
- Posts: 10170
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Ticket Escalation -escalate to different group
I'm thinking generic agent every 10 minutes. In theory, you could program a ticket event module to do it as it happens, though.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
-
darshakamodi
- Znuny newbie
- Posts: 45
- Joined: 14 Mar 2013, 15:45
- Znuny Version: 3.2.1
- Real Name: Darshak
- Company: EC
Re: Ticket Escalation -escalate to different group
Sorry to make this topic live again.
I added a job and that move ticket to another queue, however how that queue owner would find that it has moved from specific queue and due to escalation only?
I added a job and that move ticket to another queue, however how that queue owner would find that it has moved from specific queue and due to escalation only?
OTRS 3.1.1, with KIX. Mysql