Reminder of pending tickets

[aamira]

Hi All,

I want to setup a reminder time for all the ticket that are not closed after 4 days, it was opened. Reminder of the ticket should be sent to the agent responsible for the queue . Can you please let me know how can I set the reminder time and how I can setup so it get sent to the agents after the pending time has reached.

Regards,

[crythias]

http://blog.otrs.org/2011/09/22/otrs-ti ... calations/

[aamira]

When I try and configure the escalation time in Admin/queue page and click submit, it gets back to 0 itself and doesn't retain the values. Please advise what I have been doing wrong?

Picture attached for reference.

Thanks

[crythias]

Can't replicate. Check System logs.

[aamira]

otrs.log file doesn't correspond any entry of this. I have also noticed the text for the "Escalated time" is greyed out as compared to other text headings on the form, If this has to do some thing with this not working? Check the attachment for the reference of what I am trying to convey.

I just wanted to send reminder to the agents reminding them about the pending ticket that not have been looked after.

[crythias]

Information provided in previous post.