Exclude some tickets from First Response Time escalation

[Mydnyte]

Hello all,

I apologize in advance for the question. I spent an hour or so searching for this particular item with no result.

We currently have a queue set up to notify by 90% on first response.
This is working great, however, we would like to exclude some tickets from escalating if a response hasn't been sent.

For example:

If we create a phone ticket, and drop it into the queue, we don't necessarily need to send a first response to the client because they called in the ticket.
We would like all other tickets to follow the first response escalation procedure, just not the phone tickets.

Is there a way to flag a ticket as "first response reached" without actually sending a response?
Or alternatively, a Generic Agent task I can run to automatically clear the escalation countdown on particular ticket numbers?

I understand I could create a different queue without a first response escalation, but I would like all of our support tickets to remain in the same queue.

Thanks.

[intrepidfroot]

Hi.

I'm unable to help with your question, but hoping you can help me with mine. You say you are able to send out escalation notifications? How did you go about doing that? Any notification event I setup with any of the Escalationxxx events don't do anything.

Sorry for piggy-backing onto your Q.

[Mydnyte]

In Kernel/Config/GenericAgent.pm make sure you have the following lines:

Code: Select all

   # [name of job] -> send escalation notifications
   'send escalation notifications' => {
       Escalation => 1,
       # new ticket properties
       New => {
           Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission',
       },
   },
   # insert your jobs (see Kernel/Config/GenericAgent.pm.examples)

);