Gerald,
I used the same approach that GenericAgent uses to send escalated
notifications, which is a cron scheduled job that runs
bin/otrs.GenericAgent.pl and send escalation notifications as
necessary. The only difference on my module is that, instead of
sending to e-mail, we are sending to jabber (xmpp).
In your opinion, which is the best? GenericAgent or Ticket Event?
In the meantime, which Event should I listen to if using Ticket
Event?
Daniel Santos
daniel.santos@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 85 3101.6600
On 07/09/13 16:01, Gerald Young wrote:
You could, but I don't understand why you want to
use a scheduled job to do a notification when a ticket is
escalated. It would appear to me you'd want that as an event
upon occurrence, not a scheduled test if criteria has been met.
If you wish to do what you propose, how you've
asked is the correct way to accomplish the goal.
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