I want some functionality in
Escalated Ticket Notification.
When a ticket is escalated , an
email is generated to the user. This email notification also contain ticket
detail, which I fetched by adding following field in the Ticket Escaltion
Notification
<OTRS_CUSTOMER_FROM> wrote:
<Complaint>
<OTRS_CUSTOMER_EMAIL[16]>
<Complaint>
I further want that if an agent has
added some notes on the ticket it also goes with the escalated ticket email
notification.
Here is my customized Ticket
Escalation Notification
Hi <OTRS_UserFirstname>,
The ticket
"<OTRS_TICKET_TicketNumber>" in
"<OTRS_TICKET_Queue>"is escaleted!
Its solution time i.e 16 Hours has
been passed.
Please have a look at the unsolved
Complaint:
<OTRS_CUSTOMER_FROM> wrote:
<Complaint>
<OTRS_CUSTOMER_EMAIL[16]>
<Complaint>
Shortcut to complaint is
<OTRS_CONFIG_HttpType>://192.168.3.80/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID>
No virus found in this outgoing
message.
Checked by AVG Free Edition.
Version: 7.5.487 / Virus Database:
269.13.21/1012 - Release Date: 9/16/2007 6:32 PM
No virus found in this outgoing
message.
Checked by AVG Free Edition.
Version: 7.5.487 / Virus Database:
269.13.21/1012 - Release Date: 9/16/2007 6:32 PM
No virus found in this outgoing
message.
Checked by AVG Free Edition.
Version: 7.5.487 / Virus Database:
269.13.21/1012 - Release Date: 9/16/2007 6:32 PM