[Solved]: ITSMDueDate Dynamic field

[yuri0001]

Hi!
Now we have ITSMDueDate Dynamic field in our system and I can set it in needed value while creating ticket or change it some ways. It's well!
But I have no ways to establish agent notification about ITSMDueDate date & time reached. Without it this field less interesting.

How can I create such notification?

[Koki75]

Maybe this free Modul would do this:
EscalationPlus
http://opar.perl-services.de/dist/EscalationPlus-1.3.6

[yuri0001]

Maybe this free Modul would do this:
EscalationPlus
http://opar.perl-services.de/dist/EscalationPlus-1.3.6

It's great! I will try to install it in some days. It will be very usefull for me!
Thank you very much!

[yuri0001]

Hi!
I managed to solve this problem without the use of tools package Escalation Plus - only by standard OTRS Notification and new features (v.3.3.4) of Generic Agent.
I'll create 2 Dynamic fields for ticket
1. DueDate - type Date/Time (or if ITSM installed you can use ITSMDueDate dynamic field) - it must be enable in ticket creating form (for agent or/and customer as you like)
2. DueDateReached - type Multiselect with two values - "On" & "Off" - default value - "On".
3. Create Generic Agent job which filtered tickets with DueDate value Due Date (before/after): more then ago 1 hour(s)
&
DueDateReached value is "On"
& set DueDateReached value is "Off" - in Ticket Action
Job started every hour.
4. Create Notification on Event - TicketDynamicFieldUpdate_DueDateReached
That's all

As you can see - if DueDate is reached - Generic Agent job update the value of DueDateReached field that is raised event of TicketDynamicFieldUpdate_DueDateReached and notification will be sent to agent and/or another configured in notification persons.
Sorry my bad English!