Escalation E-Mail

[sommerzeit]

Hello community.

I am using OTRS Version: 6.0.8
My question is:

I want to create an escalation e-mail if a new ticket hasn't been reassigned to an agent after 4 hours.

The scenario:
New ticket comes in - somebody takes the ownership of the ticket - everything fine, no e-mails to the agents.
New ticket comes in - the owner stays at Admin OTRS (standard for every new ticket) for 4 hours - an e-mail should be sent to the agents that this ticket hasn't been assigned yet.

Using the escalation times of the ticket doesn't work for me here since they only refer to if a customer was contacted.

Any ideas how I can realize that?


Thank you very much.

Best regards.

[root]

Hi,

Sound like custom development to you. Do you need to report this or is it you for handling the ticket?

- Roy

[sommerzeit]

Hi Roy,

thanks for your answer.

This would only be for handling. No reports needed.


Best regards.

[root]

Hi,

• Create a dynamic field xxx and configure one of the available SysConfigs Ticket::TicketDynamicFieldDefault###Element and set the field to an initial value

• Create a GenericAgent, checking the for the owner Admin OTRS and the create (or change) time > 4h and the dynamic field xxx has the initial value. The Generic Agent set the dynamic field xxx to another value

• Create a notification which is triggered when the dynamic field xxx is set to the other value

Good luck!

- Roy