Hi Guys
We have just set up OTRS (3.0.5) for our business; it is a 135 user business so we are going to use quite a basic setup. I have set up a few SLA's, a few services and linked them together however what we want to do is when an SLA ticket has hit its escalation time we want it to fire off a notification email to all Agents (as these tickets won’t be owned just sat in the main queue). I have looked into this however I cannot get it working!
Can anyone help?
SLA Escalation
Moderator: crythias
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AndyV12
- Znuny newbie
- Posts: 3
- Joined: 23 Jan 2012, 13:34
- Znuny Version: 3.0.9
- Real Name: Andy
- Company: Intellilfo
Re: SLA Escalation
is there anyone that can help here??
I created an SLA, put an escalation time against it, created a Job for the Generic agent to run but still does not work. (even restarted Cron jobs)
I created an SLA, put an escalation time against it, created a Job for the Generic agent to run but still does not work. (even restarted Cron jobs)
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crythias
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Re: SLA Escalation
Notification (Event) can help.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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AndyV12
- Znuny newbie
- Posts: 3
- Joined: 23 Jan 2012, 13:34
- Znuny Version: 3.0.9
- Real Name: Andy
- Company: Intellilfo
Re: SLA Escalation
I have created one for update time on a SLA ticket however nothing happens?