hi Sourabh,
This could probably helps
ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png
then I think that ITSM module could do a better job than GenericAgent but I
not sure to have understood what you really need.
BR
MV
On Mon, Jan 4, 2010 at 7:21 AM, Sourabh Sarwate
Hi All,
In our ticketing system we need to escalate the ticket after a particular time to a different level or queue. I am aware about that if can be achievable by using *GenericAgent job *by using some script or program;But I have some doubt about the ticket
1) How the ticket get store in the OTRS. 2) How OTRS ticket functionality work for the escalation w.r.t. time.( from which tables it picks the time and other things for escalation.) 3) What are the module I have to check for the ecalation.
-- Regards, Sourabh Sarwate Mobile No : +91-9948894587
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