Generic Agent : Multiple Level Escalation of Ticket

Moderator: crythias

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sameer615
OTRS newbie
Posts: 38
Joined: 16 Aug 2017, 11:26
OTRS Version?: OTRS 5
Real Name: sameer sardar
Company: ENS

Generic Agent : Multiple Level Escalation of Ticket

Post by sameer615 » 06 Dec 2017, 07:52

Can we implement multiple level escalation of ticket ..

for example : Ticket appears in OTRS and not been replied within 4hrs ticket should be escalated to a specified OTRS user, for 2nd person TAT is 2hrs ,
similary after 2 hrs ticket should be again escalated to 3rd OTRS user.

I need this on both New OR Open states of the ticket.

Can we do it with Generic agent .

i doing this via generic agent for new state and working fine .... but for open state its not working

crythias
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Joined: 04 May 2010, 18:38
OTRS Version?: 5.0.x
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Re: Generic Agent : Multiple Level Escalation of Ticket

Post by crythias » 19 Dec 2017, 14:39

Use another field, like a Dynamic Field, to hold a value of the escalation state. Use Generic Agent to test and set the escalation state value according to your criteria, and react accordingly.
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