I am using OS: CentOS 7.5.1804
I am using Database: MariaDB 5.5.60
I want to implement multilevel escalations of tickets based on SLA and queue. When the SLA time is reached on particular ticket, the ticket should get escalated to a role “manager” of that particular queue. For example: if there is a ticket in “support” queue; the ticket should get escalated to role “support manager”. Second level escalation should be to the Director.
I had initially tried this using generic agent but could configure this logic; then I tried the package “OTRS-Kernel-System-MultilevelEscalation-1.0.1.zip” (attached) which somewhat addresses my ticket escalation logic. But this package works fine with OTRS (tested) and not with OTRS 6.0.14.
When I try to install above-mentioned package on OTRS 6.0.14, I get this message:
MultilevelEscalation 1.0.1 package information
Package installation requires a patch level update of OTRS.
If you are a OTRS Business Solution™ customer, please visit our customer portal and file a request.
Everything else will be done as part of your contract.
Please note that your installed OTRS version is 6.0.14.
This package can only be installed on OTRS version 3.x.x or newer.
Why should I keep OTRS up to date?
You will receive updates about relevant security issues.
You will receive updates for all other relevant OTRS issues.
How can I do a patch level update if I don’t have a contract?
Please find all relevant information within the updating instructions at otrs.github.io.
In case you would have further questions we would be glad to answer them.
Please visit our customer portal and file a request.
I have tried searching this in places but no luck; anyway I can use the above package with OTRS 6.0.14 or any other way I can achieve my escalation logic.
Thank you for your time (for at least reading it all
)