HELP to configure Escalation Notifications

[iclaude]

Hi,

How can i configure escalation notifications in OTRS 5 ?

All my other notifications are working fine, beside the escalation one.

Regards

[legajer]

Hi,

did you set the escalation times in the specific queues ?

[iclaude]

Hi,

did you set the escalation times in the specific queues ?

_______
Yes i did and they still not working, what am i missing ?

[legajer]

Did you set the correct event under the notification?
Did you set any filter? to check the state a ticket is in?

I'm using the Additional Email recipient under Notification method, as we do not use a specific agent, but a few agents as a group who all can see the mailbox.

There are so many options or settings that is difficult to say what you are missing

[iclaude]

Did you set the correct event under the notification?
Did you set any filter? to check the state a ticket is in?

I'm using the Additional Email recipient under Notification method, as we do not use a specific agent, but a few agents as a group who all can see the mailbox.

There are so many options or settings that is difficult to say what you are missing

Can you teach me how can i proceed , to activate escalation notifications correctly for this scenario:

1- First time response escalation for:
State: New Tickets;
Queue: Servicedesk;
SLA: 2 hours = 120 minutes, with 60 minutes for first time response

I would like to know how to trigger this notification using Ticket Notification Management and/or Generic Agent

[legajer]

I have to set the last part up also myself.
Because first it wasn't needed and now it is needed.
On first install there are examples, but i deleted them all.

So for other events it works.

But i will let you know when i got it working.
A lot of trial and error will help.

[iclaude]

I have to set the last part up also myself.
Because first it wasn't needed and now it is needed.
On first install there are examples, but i deleted them all.

So for other events it works.

But i will let you know when i got it working.
A lot of trial and error will help.

__

Thank you in advance i will wait for your response and i wont stop trying too.

[legajer]

Hi , i tested some and this seems to work.
The admin manual could be more and i mean very more precise and give some more examples, because it's a summier manual which tell's you what you can do, but you have to figure it out all by your self. I see OTRS as a high level entry package, not easy at all. Once you have set it all up by trial and error, then it's easy yes. But this takes a hell of a lot of time.
But i can't complain, it's free to use. And my boss wants us to use it.

1. you have to set up the times in the Queue you are using and you have to set the percentage of this time when it should give a notification
2. set up an Ticket notification which will send out notifications on certain events, see the list of events and select a few you think you need.
make it valid. Then select in Ticket filter the state a ticket must be in and select the queue. Then i did not use recipients but notification methods, enabled it and used our single email address. Put the Notification article type to email-notification-int. You can create a notification text.
3. Go to Admin-->System Administration --> GenericAgent and push on Add Job. Give it a name and make it valid. Set the Automatic execution time when the agent should run. Add an Event Based Execution, the event trigeer should be Ticket, i choose EscalationResponseTimeNotifyBefore, then push the PLUS sign.
In Select tickets, select the queue and the state of the ticket for example New and Open.
Add a note if you want. Set Execute Ticket Commands to Yes and Delete Tickets to No.
All other options i did not use, you can play with it yourself.

Hope this works for you.

And maybe if someone else can give a better description, they are welcome.

Cheers!