Hi all,
    some time ago I asked about a way of having an SMS sent on a new ticket under various circumstances.  I solved that particular problem in the end in a very hacky way, by having a generic agent call an extenal script which grabs the ticket article from the database, munges the text a bit (removes most vowels, txtizes words You => U, etc) and sends it through clickatell to my phone.

Works fine (even if it is such a kludge), EXCEPT, it doesn't work for followups.  More specifically there is no way of triggering a genericagent based on criteria of a followup (age primarily is what I'm concerned with).

Surely somebody must have faced this same problem.

Here is what I need ideally.

New ticket comes in to a certain queue.  An hour later if it hasn't been locked my generic agent gets called (this is what I have now, in the kludgy way).
New followup comes in to a certain queue.  An hour later if the ticket isn't locked (I'll have tickets auto-unlock periodically) my generic agent gets called.

Can anybody shed some light on how I might go about this?  OTRS is the best (open source) ticket system I've found and it really works very well, just this one area of external notifications to SMS, or Pagers is lacking.

-- 
James Sleeman, Gogo Internet Services
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