ticket blocked Generic Agent

[223roni256]

Hello i got this sitation. When Agent blocked a ticket I must send info to client. Like this:

Thank you for your email someone of ours workers already take that ticket.

Basicly how to confugure automatic agent to do this ?
Where i can have examples of that ? i search forum and didn’t fin dany specyfic info.
Thank you for help.
Regards.


OTRS 3.3.3 on ubuntu 12.04 LTS

[crythias]

Tell your agent to be human and ticket reply to the customer... I have your ticket.

[223roni256]

Crythias I can't do this my boss tell me that must work so It has to be done. I tested some basic settings but agents only recived this info.
How to configure generic Agent to send this info to client. I search settings and I found in section option to client with Id of client and other option. I think this will help me
but if It work, this will mean it will work but only if client is defined base. So every new client will have to define in base to recived this info ? ? ?

[jojo]

this could be achieved by notification event, but I strongly recomend not to use automatted emails to customers. As crythias already wrote let the agents choose when to inform customers.

I suggest to tell your boss to buy some external OTRS and process consulting

[crythias]

Also, please clarify : locked or blocked (rejected) because it's a duplicate. In which case, you'd merge and go on with life.

[223roni256]

Yes Crythias exactly we can merge this two subject and finally i done this two thing's. So i send info to client when some agent just lock the ticket and I send reminder i 50% on escalation ticket upadate .

I just need two thing's to complete and i think i shouldn't open new because is something similar.

For example new ticket is created in queue and no agent taking that email. After peroid of time the ticket is escalated. When ticket is escalated I need send info or notification to admin something like

"This ticket <otrs_ticket_number> is ecalated Agaent (name of agent or agents) i responsible fo that" . Second thing i send notification to admin when some agent take ticket bloked it but forget to anwer (this myabe send info to that agent to )


I try to use genric agent and configuring event but this staff is more difficult. I wonder is there any sense to do it because when I send notification i send It in to the ticket so Admin to saw this note must also open the ticket so this note give me nothing.

Second option is send notification's to email agent but fetchmail take emails automatically and send them to OTRS, so would happen ? probobly crete next ticket or takes email's and that all.

Ok that's all sorry for long story but I can't explain this in easy way.

Thank's for help.
Regards.

[crythias]

For example new ticket is created in queue and no agent taking that email. After peroid of time the ticket is escalated. When ticket is escalated I need send info or notification to admin something like

"This ticket <otrs_ticket_number> is ecalated Agaent (name of agent or agents) i responsible fo that" . Second thing i send notification to admin when some agent take ticket bloked it but forget to anwer (this myabe send info to that agent to )

This post I sent you previously applies to much of these.
viewtopic.php?f=62&t=24173&p=95512#p95419

I try to use genric agent and configuring event but this staff is more difficult. I wonder is there any sense to do it because when I send notification i send It in to the ticket so Admin to saw this note must also open the ticket so this note give me nothing.

I don't know how to translate this statement.

[223roni256]

hehe yes is complicated. I just search for solution to inform primary Agent like Admin that's secondary Agent have ticket escalated or block ticket and didn't send respond to client. I Thnik that will be good
way to send this info to private Admin email.




Thank's for help.
Regards.

[223roni256]

Ok so this two thing's is complicated I set specyfic options and configuration events doesn't working like I set.

first i got queue IT-CARD and parametrs is:

time to unlock: 1440 min
escalation first response time: 5 min
escalation update time: 10 min
escalation solution time: 360 min

I got to configure event that inform Admin if agent don't look or take ticket's and ticket is start escalated. Inform Admin I mean send to him email like:
„<OTRS_TICKET_TicketNumber> in queue IT-CARD is doesn’t recive for any agent”

So I set configuring event like this:

Event: EscalationResponseTimeStart



Filter Applications:

state: New
queue: IT_CARD


Recipient:

recipient groups:
Agent (responsible)
Agent (owner)

Recipient (agent):
Janusz IT-CARD

Email adreess recipient:

admin@otrs.pl


So this event is working but I don’t understand timing. I got info to Admin by 16-18 minutes after the ticket is creating. With Condtion: EscalationResponseTimeStart in queue IT-CARD I thought that should be after escalation first response time: 5 min. So info send will be after 5 min.

I try diffrent Condition like: EscalationUpdateTimeStart, EscalationResponseTimeStop i time is only longer then with condition: EscalationResponseTimeStart.


Why is happening can you explain me ?
Thank's for help.
Regards.fter

OTRS 3.3.3 on Ubuntu 12.04 LTS

[223roni256]

Ok so this two thing's is complicated I set specyfic options and configuration events doesn't working like I set.

first i got queue IT-CARD and parametrs is:

time to unlock: 1440 min
escalation first response time: 5 min
escalation update time: 10 min
escalation solution time: 360 min

I got to configure event that inform Admin if agent don't look or take ticket's and ticket is start escalated. Inform Admin I mean send to him email like:
„<OTRS_TICKET_TicketNumber> in queue IT-CARD is doesn’t recive for any agent”

So I set configuring event like this:

Event: EscalationResponseTimeStart



Filter Applications:

state: New
queue: IT_CARD


Recipient:

recipient groups:
Agent (responsible)
Agent (owner)

Recipient (agent):
Janusz IT-CARD

Email adreess recipient:

admin@otrs.pl


So this event is working but I don’t understand timing. I got info to Admin by 16-18 minutes after the ticket is creating. With Condtion: EscalationResponseTimeStart in queue IT-CARD I thought that should be after escalation first response time: 5 min. So info send will be after 5 min.

I try diffrent Condition like: EscalationUpdateTimeStart, EscalationResponseTimeStop i time is only longer then with condition: EscalationResponseTimeStart.


Why is happening can you explain me ?
Thank's for help.
Regards.fter

OTRS 3.3.3 on Ubuntu 12.04 LTS

I did not get a reply can someone help me or could exaplain ticket time in this example ?
Regrads.

[crythias]

What are your notify %?

[223roni256]

What are your notify %?

I don't understand, Please be more specyfic ??

[crythias]

I don't understand, Please be more specyfic ??

At this point, the current thread has nothing to do with the title, but ...

For an SLA/Queue escalation times (First response, Update, Solution), there's a time when the escalation triggers and a percentage notification next to the time in minutes.