On Tue, Feb 9, 2010 at 1:07 PM, Nuno Ranito <nranito@neosit.pt> wrote:

DAvid

How did you implement this one?
* Note Added (when a note is added as a note-external, that gets e-mailed to
the customer)
2010/2/9 David Holder <david.holder@gmail.com>

Hi Manish,

You can use configuration settings for the queue in conjunction with a generic agent to accomplish this. I haven't done it myself, but it should give you a start.

The information for this can be found here : http://doc.otrs.org/2.3/en/html/x1519.html

Let us know how you get on.

Regards,

David

On Tue, Feb 9, 2010 at 11:10 AM, manish ramteke <manish.s.ramteke@gmail.com> wrote:

Hi David,

Thanks for guidance.I have a situation wherein if a particular ticket has crossed the threshold time of resolving,
event based notification should be sent to management for escalation.

What I would like to know is how would I associate this escalation notification with the ticket.
How to configure the ticket so that escalation notification will be triggered.

On Tue, Feb 9, 2010 at 4:31 PM, David Holder <david.holder@gmail.com> wrote:

Hi Manish,

What are you trying to notify?

There are essentially two groups of notifications in OTRS, First of all are automatic responses. So, for example, when mails are put in a specific queue the following notifications can be configured to despatch:

* default reply (after new ticket has been created) (auto reply)
* default reject (after follow up and rejected of a closed ticket) (auto reject)
* default follow up (after a ticket follow up has been added) (auto follow up)
* default reject/new ticket created (after closed follow up with new ticket creation) (auto reply/new ticket)

The second group is event based notifications, which allow you to send out notifications based on a specific specification. For me I have the above auto notifications selected and a few custom event based notifications:

* Ticket Assigned
* Ticket Closed
* Note Added (when a note is added as a note-external, that gets e-mailed to the customer)

If you can tell us what kind of notification you wish to flag up, we can help you implement the type and specification of it.

Thanks,

On Tue, Feb 9, 2010 at 5:23 AM, manish ramteke <manish.s.ramteke@gmail.com> wrote:

Hi,

Please let me know how to use notifications in OTRS.2.4.5

Regards,
Manish Ramteke

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