--===============1397539037== Content-Type: multipart/alternative; boundary="----=_Part_76041_32795036.1231588365941" ------=_Part_76041_32795036.1231588365941 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hello, Aysel.
From my point of view your scenario is best addressed by OTRS::ITSM add-on. It uses ticket free time fields for tracking 1st response, update and resolution times.
When you need to send additional emails on tickets reaching these
milestones, I would use genericAgent for this. You will need to figure out
which fields are used to track times, and do searches on them and issue your
emails.
Regards,
Anton.
2009/1/9 Aysel Pamuk
Hello,
I would like to send e-mail notification. My scenario is like this:
First response time : 10mins
Update time : 15 minutes
Solution time : 40 minutes
If no response is sent, escalation e-mail should be sent as soon as first response time exceeds. In this scenario, 10mins later, an e-mail should be sent.
Noone replied or updated and time passed 16 mins, that means update time exceeded. Another escalation massage should be sent.
After 41 minutes, noone did nothing, new escalation message should be sent.
In my system, only one escalation message is sent. How can I manage to send e-mail for each escalation.
Regards,
Aysel Pamuk
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------=_Part_76041_32795036.1231588365941 Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hello, Aysel.<br><br>From my point of view your scenario is best addressed by OTRS::ITSM add-on. It uses ticket free time fields for tracking 1st response, update and resolution times. <br><br>When you need to send additional emails on tickets reaching these milestones, I would use genericAgent for this. You will need to figure out which fields are used to track times, and do searches on them and issue your emails.<br> <br>Regards,<br>Anton.<br><br><div class="gmail_quote">2009/1/9 Aysel Pamuk <span dir="ltr"><<a href="mailto:aysel.pamuk@gantek.com">aysel.pamuk@gantek.com</a>></span><br><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;"> <div link="blue" vlink="purple" lang="EN-US"> <div> <p><span lang="TR">Hello,</span></p> <p><span lang="TR">I would like to send e-mail notification. My scenario is like this:</span></p> <p><span lang="TR"> </span></p> <p><span lang="TR">First response time : 10mins</span></p> <p><span lang="TR">Update time : 15 minutes</span></p> <p><span lang="TR">Solution time : 40 minutes</span></p> <p><span lang="TR"> </span></p> <p><span lang="TR">If no response is sent, escalation e-mail should be sent as soon as first response time exceeds. In this scenario, 10mins later, an e-mail should be sent.</span></p> <p><span lang="TR">Noone replied or updated and time passed 16 mins, that means update time exceeded. Another escalation massage should be sent. </span></p> <p><span lang="TR">After 41 minutes, noone did nothing, new escalation message should be sent.</span></p> <p><span lang="TR">In my system, only one escalation message is sent. How can I manage to send e-mail for each escalation.</span></p> <p><span lang="TR"> </span></p> <p><span lang="TR">Regards,</span></p> <p><span lang="TR">Aysel Pamuk</span></p> </div> </div> <br>_______________________________________________<br> OTRS mailing list: otrs - Webpage: <a href="http://otrs.org/" target="_blank">http://otrs.org/</a><br> Archive: <a href="http://lists.otrs.org/pipermail/otrs" target="_blank">http://lists.otrs.org/pipermail/otrs</a><br> To unsubscribe: <a href="http://lists.otrs.org/cgi-bin/listinfo/otrs" target="_blank">http://lists.otrs.org/cgi-bin/listinfo/otrs</a><br></blockquote></div><br> ------=_Part_76041_32795036.1231588365941-- --===============1397539037== Content-Type: text/plain; charset="us-ascii" MIME-Version: 1.0 Content-Transfer-Encoding: 7bit Content-Disposition: inline _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --===============1397539037==--