Can we set no. of escalation times on every state of ticket?

[atit]

Is it possible to escalates email notification of the following scenario in OTRS 3.0.10?

First escalation : Ticket can stay in this state(New, open & etc) for maximum 0.5 working days before automated reminder/escalation email gets sent to "agent1" agent.

second escalation : Second automated escalation goes to "agent2" occurs 1 day after initial escalation.

This scenario should be happen in every state of ticket.


Can you Please reply me as soon as possible...

Thanks a lot in advance.

[crythias]

you may choose to use generic agents and add new states of state type "open" to address this issue.

[atit]

i used Generic Agent from Config file.

My understanding is that : -

i have set escalation times in queue :

Escalation - first response time (minutes): 5mins -- when escalated time is expired. it is escalates email notification in new state of ticket of the specified queue.

Escalation - update time (minutes): 15mins -- when escalated time is expired. it is escalates email notification in every state of ticket of the specified queue.

Escalation - solution time (minutes): 1440 (1day) -- when solution escalated time is expired. it is escalates email notification of ticket of the specified queue.

Scenario 1:Ticket is escalated email notification in new state when its first response escalation time is expired. but it is not escalate email notification in open state. when its update escalation time is expired.

Scenario 2:Ticket is not escalates email notification in new state before first response escalation time is expire means that ticket is now open state. but it is escalate email notification open state.when its update escalation time is expired.

i want to escalates email notification in both and every state of the ticket.

Can you Please reply me as soon as possible...

Thanks in advance.

[atit]

Any one can help me for this issue...

[crythias]

After you create the generic agent, you should use notification (event) on state change.

[atit]

when i used notification Event. it is immediately send email to specified agents.

but i want send email on specified escalation time period (e.g. : every 30mins we want to send mail on every state of the ticket).

Is it possible through OTRS?

Can Please reply as soon as possible?

Thanks in advance....

[crythias]

Sure, just do something in generic agent every 30 minutes (at 0 every hour, set state to "Alertathour", and at 30 every hour set state to "Alert at 30" and let notification (event) react to it.

[atit]

you mean to said that write some Perl code in Generic Agent.pm file.

Thanks in advance...

[crythias]

No, I mean to use the generic agent interface to change states on the half hour and the top of the hour, and use Notification (Event) to react to the change of state.