Hi
Is it possible to notify the agent when the ticket is not being worked by 3 days (for example) ?!
Ticket stopped
Moderator: crythias
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crythias
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Re: Ticket stopped
In general, no, but you'll want to define your parameters a bit.
If you have SLA or Queue Escalations, you can generic agent/modify something/notification event against that.
If it's a new ticket, ditto.
If you have SLA or Queue Escalations, you can generic agent/modify something/notification event against that.
If it's a new ticket, ditto.
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Re: Ticket stopped
Just more 3 questions:
1 - Where do I define the amount time to escalate a ticket ?!
2 - Can an agent be notified before a ticket to be escalated ?!
3 - If yes, where do I define the amount time to notifiy the agent before escalate the ticket ?!
1 - Where do I define the amount time to escalate a ticket ?!
2 - Can an agent be notified before a ticket to be escalated ?!
3 - If yes, where do I define the amount time to notifiy the agent before escalate the ticket ?!
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crythias
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Re: Ticket stopped
You can define escalations in either the SLA for a service or the Queue itself.
No, not before.
No, not before.
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Re: Ticket stopped
Agreed.crythias wrote:You can define escalations in either the SLA for a service or the Queue itself.
Hmm, is this not the function of the "escalation warning" or do I miss something?No, not before.
Regards,
Wolfgang
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crythias
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Re: Ticket stopped
It depends on your usage of the escalation. Either the escalation minutes are when it's due or before it's due. Figure out what you want to use and do that.innoinst wrote:Hmm, is this not the function of the "escalation warning" or do I miss something?
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Re: Ticket stopped
You mean the escalation minutes, but I talked about the selection field behind named "notify by" (with 0 upto 90%), which is available either in queue-based and in SLA-based escalation.crythias wrote:It depends on your usage of the escalation. Either the escalation minutes are when it's due or before it's due. Figure out what you want to use and do that.innoinst wrote:Hmm, is this not the function of the "escalation warning" or do I miss something?
Regards,
Wolfgang
Ticketsysteme:
auf Virtual Linux System i686 - Ubuntu GNU/Linux Kernel 2.6.x , Apache2-HTTPS, MySQL5
produktiv
OTRS 3.1.18 slightly patched, ITSM 3.1.10; stuffed with some public valuable packages
ß-System
OTRS 3.1.21 slightly patched, ITSM 3.1.10; stuffed with some public valuable packages
auf Virtual Linux System i686 - Ubuntu GNU/Linux Kernel 2.6.x , Apache2-HTTPS, MySQL5
produktiv
OTRS 3.1.18 slightly patched, ITSM 3.1.10; stuffed with some public valuable packages
ß-System
OTRS 3.1.21 slightly patched, ITSM 3.1.10; stuffed with some public valuable packages
Re: Ticket stopped
Hummm! Good thinking!innoinst wrote:You mean the escalation minutes, but I talked about the selection field behind named "notify by" (with 0 upto 90%), which is available either in queue-based and in SLA-based escalation.crythias wrote:It depends on your usage of the escalation. Either the escalation minutes are when it's due or before it's due. Figure out what you want to use and do that.innoinst wrote:Hmm, is this not the function of the "escalation warning" or do I miss something?
Regards,
Wolfgang