You could do this by setting up a generic agent job that runs every X
minutes and looks for tickets that have reached the escalation time in
the last Y minutes.
What you then do depends on your OTRS installation: you could move the
ticket to another queue which might alert people, or you could set
"review required" to some value. Or you could even run a script off
that.
Just a few thought, I'm sure prettier ways are possible :)
bests
arthur
2010/6/9 Mike Lu 陆颖 (6186)
Hi,
Can I configure to send mail to notify my IT support members or the manager of IT support team when a ticket escalated?
And how?
Mike Lu
TEL: (86) 010-5860-2288 ext. 6186; FAX: (86) 010-6431-5872 Website: www.elong.com; Reservation Hotline: 400-616-1616 3rd FL, Tower C, Xingke Plaza, 10 Middle Jiu Xian Qiao Road, Chaoyang District, Beijing China 100016
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-- cheers, arthur