Ola a todos,
Estou tentando enviar notificações por e-mail sempre que o ticket é escalado mais não estou conseguindo.
Na criação e atualização o e-mail funciona. Porem quando o SLA acaba a contagem nada acontece.
Configurações:
SLA : Teste
Primeira Resposta 10 min 30 %
Solução : 10 min 90%
Notificação:
Nome: Escalation
Evento: EscalationResponseTimeNotifyBefore
Confugração: Estou utilizando a mesma que faço a criação do chamado que esta funcionado, apneas mudando o evento.
GenericAgent.pm
'send escalation notifications' => {
Escalation => 1,
# new ticket properties
New => {
Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
},
},
# GenericAgent job that triggers escalation forewarn and escalation start events.
# Activate this if you want to use these events in your system.
'trigger escalation events' => {
Escalation => 1,
# new ticket properties
New => {
Module => 'Kernel::System::GenericAgent::TriggerEscalationStartEvents',
},
},
Alguém poderia me ajudar. ..
Enviar E-mail quando o Ticket esta Escalado
-
- Znuny newbie
- Posts: 5
- Joined: 29 Jan 2015, 20:12
- Znuny Version: 3.3.7
- Real Name: Raphael Fontes
- Company: Ntt Data
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Enviar E-mail quando o Ticket esta Escalado
Please note that this is an English forum for making modifications to OTRS. For help, please use an appropriate language forum.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
-
- Znuny newbie
- Posts: 39
- Joined: 18 Apr 2011, 19:29
- Znuny Version: 3100000
- Real Name: Ronaldo Richieri
- Company: Complemento
- Location: Brasil
- Contact:
Re: Enviar E-mail quando o Ticket esta Escalado
Crythias,
I think this is in portuguese area in the forum, right?
Rafael, dá uma olhada nesses manuais:
http://complemento.net.br/otrs/manuais- ... mplemento/
Especificamente o de configuração de chamados, na parte de notificações.
I think this is in portuguese area in the forum, right?
Rafael, dá uma olhada nesses manuais:
http://complemento.net.br/otrs/manuais- ... mplemento/
Especificamente o de configuração de chamados, na parte de notificações.
Ronaldo Richieri
Analista de Sistemas, desenvolvedor de módulos OTRS e CEO na empresa Complemento
http://www.complemento.net.br
http://www.richieri.com
Analista de Sistemas, desenvolvedor de módulos OTRS e CEO na empresa Complemento
http://www.complemento.net.br
http://www.richieri.com
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Enviar E-mail quando o Ticket esta Escalado
@richieri, I moved this from the Developer forum.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask