Re: [otrs] Agent::Escalation Usage - Ticket escalation notification/e-mail

Hi Anant,

A. simplest escalation notification: Edit Kernel/Config/GenericAgent.pm.

B. complex escalation notification:

1. create a new generic agent searching for escalated tickets and define some kind of marker for the found tickets. 2. send event based notifications to defined recipients based on setting the marker.

These mechanisms ARE the built-in functions. Especially #A is built-in since many versions. Additional features can be added by Feature AddOns :-) On 23.09.2011, at 13:04, Anant Jain wrote:

Just so that I'm sure, the built in escalation notification cannot be used? This seems like a ... workaround?

-- Cheers, Nils http://webint.cryptonode.de / a Fractal project