Send e-mail if ticket not locked in 30 minutes

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IBVHungary
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Joined: 17 Jan 2018, 10:15
OTRS Version?: 5.0.22

Send e-mail if ticket not locked in 30 minutes

Post by IBVHungary » 17 Jan 2018, 12:32

Hi!

We want to send a notification to the agents if a ticket not locked in 30 minutes. Is it possible to send notifications automatically about these tickets?

Szilard

reneeb
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Re: Send e-mail if ticket not locked in 30 minutes

Post by reneeb » 17 Jan 2018, 17:27

1) Create a dynamic field "still_unlocked" of type text.
2) Use an event based GenericAgent that listens to the TicketCreate event and set the still_unlicked field to 0.
3) Use a time based GenericAgent that checks for tickets that are created "more than 30 minutes ago" and that have the still unlocked field set to 0. That GenericAgent sets the field to 1.
4) Use a ticket notification that listens to updates of the still_unlocked field und filters ticket that have the field set to 1. And define the recipients and texts.
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