Notification escalation

[machadoa]

Hello

I know it's possible to configure in the queue a escalation for first response time
and to configure in "Ticket escalation notification" to notificate every menbers of group "admin".

After the first notification I want to be notified every 30 minutes if nobody respond to the ticket.

Anybody can help me please ?

Thanks

[wurzel]

Hi,

this is not possible with SLAs in OTRS Free. You may need commercial add ons.
Actually I would realise this with Advanced Generic Agent from here
https://www.otrs.com/otrs-business-solu ... t/?lang=de

with his, you may realise it.

Flo

[machadoa]

Ok thanks but i only use OTRS Free version..

[wurzel]

Hi,

complex SLA management is not possible with OTRS Free.

Florian

[machadoa]

OK thank you !