Help/Advise - ways to notify manager

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Rippie
Znuny newbie
Posts: 16
Joined: 03 Jun 2012, 14:33
Znuny Version: 3.1.7
Real Name: Ronnie Jorgensen
Company: Arrow ECS

Help/Advise - ways to notify manager

Post by Rippie »

Hi all,

How many ways is there to notify a manager via email if a new ticket has not been touched in 7 days? I am very new to OTRS, so my apologies in advance. :)

I was looking at either notification events or Generic Events

A roughly high level instruction(s) would be great.

Regards
Ronnie
OTRS 3.1.7 running on Ubuntu Server 12.04 using MYSQL database.
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crythias
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Re: Help/Advise - ways to notify manager

Post by crythias »

http://www.youtube.com/watch?v=lpntfx-MpDg

Short answer: if manager is a member of a queue, escalations can go to him upon certain notification settings.

Notification (Events)
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