Solved: E-Mail on Escalation
Moderator: crythias
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RBehr
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Solved: E-Mail on Escalation
How would one set up a notification e-mail to one or more agents when a ticket escalates? Managers who do not have OTRS open still want to be notified if a ticket escalates.
Last edited by RBehr on 05 Dec 2011, 17:01, edited 1 time in total.
Rod Behr
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
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crythias
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Re: E-Mail on Escalation
Notification (Event)?
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
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RBehr
- Znuny expert
- Posts: 167
- Joined: 26 Jan 2011, 13:23
- Znuny Version: 3.0.7
- Real Name: Rod Behr
- Company: Impact
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Re: E-Mail on Escalation
Explain? Are you referring to Change Notifications?
Rod Behr
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
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crythias
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Re: E-Mail on Escalation
Just use Generic Agent to watch for the ticket to escalate, change something (state, priority) and let Notification (Event) send the message.
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
-
RBehr
- Znuny expert
- Posts: 167
- Joined: 26 Jan 2011, 13:23
- Znuny Version: 3.0.7
- Real Name: Rod Behr
- Company: Impact
- Location: London, United Kingdom
- Contact:
Re: Solved: E-Mail on Escalation
That worked fine, thanks. Sorry to take so long to get back to you.
Rod Behr
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3