[SOLVED] Ticket type based escalation

[aph]

As far as I was able to figure out, the ticket escalation is queue based. Can it be made ticket type based?

For example, we have two queues CRM and AD. Ticket types 'create new user' and 'change request' are available for both queues The ticket type 'create new user' should be escalated if not responded to within 2 days, the type 'change request' on the other hand should be escalated only after 7 days. How can this be done?

Thanks

[reneeb]

http://opar.perl-services.de/dist/EscalationPlus-1.3.6

[aph]

I didn't quite understand from the documentation where I can make the settings that say if the ticket type is 'create user account' response time should be 2 days (2880 minutes), update time should be x days and so on. In all I have 7 ticket types. In EscalationPlus settings, I can only define priority for each ticket type.

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Thank you.

[reneeb]

With that you can define a factor for the normal escalation settings.

Example: If your queue defines a standard first response escalation time of 10 minutes, with these settings all incident tickets with a very high priority (5) the escalation time is 2.5 minutes (10 min * 0.25), with high priority (4) the escalation time is 5 minutes (10 min * 0.5).


Note: I do not use this package (yet), so I am no expert with it.

[aph]

Thanks. I get it partially now.

For testing I set the first response time for the queue to 4 mins, update time and solution time = 0. Then I set the following in EscalationPlus -> Core::Ticket

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So as far as I see, the setting is such that if a ticket has 'Type2' the times should be multiplied by the factor 0.25 regardless of the status. When a ticket is opened via the customer portal for a queue it escalates properly. However, when I open a ticket from the agent interface, selecting the same queue, the ticket does not escalate. Is there something wrong with my settings or am I not understanding the escalation mechanism correctly?
Thanks

[aph]

I had not set the update time. Now open tickets are escalating as well.

However, I would like to know how I can add rules for more ticket types. The module provides only two empty rules. I couldn't locate the file I need to edit in order to achieve thus.

Thanks a lot

[reneeb]

Add a MyEscalationConfig.xml in Kernel/Config/Files

Code: Select all

<?xml version="1.0" encoding="utf-8"?>
<otrs_config version="1.0" init="Application">
    <ConfigItem Name="Ticket::EscalationRule###<nr>-<name>" Required="0" Valid="1">
        <Description Translatable="0">For a ticket that matches by type, all escalation times (first response, update, solution) are scaled by the multiplier selected through the ticket&apos;s priority (default: 1.0). In addition, if the flag DueDateOverridesSolutionTime is set to 1, a due date (ITSM) that is set for the ticket overrides any solution time escalation taken from the ticket&apos;s queue or SLA. -- No further rules are evaluated after a rule is used.</Description>
        <Group>EscalationPlus</Group>
        <SubGroup>Core::Ticket</SubGroup>
        <Setting>
            <Hash>
                <Item Key="TicketType">^Incident</Item>
                <Item Key="Priority">
                    <Hash>
                        <Item Key="5">0.25</Item>
                        <Item Key="4">0.5</Item>
                        <Item Key="3">1</Item>
                        <Item Key="2">2</Item>
                        <Item Key="1">4</Item>
                    </Hash>
                </Item>
                <Item Key="DueDateOverridesSolutionTime">0</Item>
            </Hash>
        </Setting>
    </ConfigItem>
</otrs_config>

You can add as many <ConfigItem>s as you want. You have to replace <nr> and <name> with some values...

[aph]

Thanks!

Btw can these files be lost after update? Would placing the files in theme folder work as well?