Someone can help me.
according to SLA function it already have 3 stage (response, update, closed) notification, my company need send email alert to CEO (an specific email address) if any non-closed ticket over 24 hours for critical ticket, and 48 hours for urgent ticket.
I tried to create generic agent to check those tickets which is overdue for 24 hours, but it can only send email to agent/customer.
please help. thanks and regards.
Kevin
[SOLVED] Help!! email notification
Moderator: crythias
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kevinwangzx
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- Real Name: Kevin Wang
- Company: jowin
- Location: Shanghai, China
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[SOLVED] Help!! email notification
Last edited by kevinwangzx on 18 Nov 2012, 12:50, edited 1 time in total.
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crythias
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Re: Help!! email notification
have the generic agent change something (like a state to a custom state "too old" of type open) and have a notification (event) react to that change.
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kevinwangzx
- Znuny newbie
- Posts: 6
- Joined: 11 Nov 2012, 07:09
- Znuny Version: 3.1.11
- Real Name: Kevin Wang
- Company: jowin
- Location: Shanghai, China
- Contact:
[SOLVED]Re: Help!! email notification
Dear cythias,
thanks a lot. I create a queue name "general Manager" which solve the requirement.
Kevin
thanks a lot. I create a queue name "general Manager" which solve the requirement.
Kevin