Alert ticket not open

[machadoa]

Hello

I would like to notified otrs technician if status ticket still "new" after one hour. In order to alert support staff to open the ticket.

thank you

[crythias]

Generic agent
but also might make sure the queue is set for proper escalation first response.

[wheelshot]

Hi,

You should look over the escalation process in the queue parameters in the admin panel instead of working with home made notifications and else.

NB. Be sure to setup a calendar so that the escalation process works.

Hope that helps

[machadoa]

Thank you for your replies

Generic agent ???

I don't not know exactly the parameters to be modified in the queue parameters, the Escalation - first response time (minutes) ?? Escalation - update time (minutes) ??

[wheelshot]

Hi,

Generic Agent = go in admin tab and check for Generic agent. Those are like Cron job (if youre familiar to it) so scheduled task or specific triggers to do special updates/actions on your tickets.

Escalation - first response time is surely the one you wanna update for your needs. Its the delay youre giving your agents to take ownership of a ticket and there is a notification builtin there.

[machadoa]

Ok I configure " Escalation - first response time " , escalation works in OTRS but I don't receive any mail in the support staff inbox .

[wheelshot]

but also might make sure the queue is set for proper escalation first response.

Have you selected (and edited) a support time calendar for your queue also?

Also, have those people add that particular queue to "My queues" ?

[machadoa]

Yes I have selected a calendar.. but I don't received any emails in the support staff inbox when a ticket is escalated...


I also noticed I don't received any emails when a ticket is closed, when is move to other queued ...

[machadoa]

solved : viewtopic.php?f=62&t=30990