RE: [otrs] Escalation actions question.

6 Jan 2003

      Thanks Martin,
  That's great, and it saves me from butchering the OTRS code to try to
accomplish it.  I'll grab the CVS tonight and try it out.  Much appreciated.

B

-----Original Message-----
From: Martin Edenhofer [mailto:martin@edenhofer.de]
Sent: Sunday, January 05, 2003 9:15 AM
To: otrs@otrs.org
Subject: Re: [otrs] Escalation actions question.

Hi Brian,

On Thu, Jan 02, 2003 at 04:59:13PM -0500, Brian Palmer wrote:
...
I'm looking at using OTRS for first line help desk use.  It looks like
it'll
do a large part of what I want.  However, one thing I'd like is a little
more control over escalation.  I'd like the option to outline in the queue
definition what will happen when a ticket hits it's escalation time.  What
I'm trying to accomplish is to move it to a seperate queue, and then send
an
email to an admin defined email address.  Anyone know of a way to do
something like that?  Is something like that going to be a possibility in
an
upcoming release?
I added something like that to the bin/GenericAgent.pl (CVS or 1.0). 

 -=> GenericAgent.pl looks in your system for escalation tickets and if the
bin/GenericAgent.pl
      found one you can do some actions on it (move, set state, set owner,
add note and 
      execute a command line program (new!)).

Kernel/Config/GenericAgent.pm
[...]
   # --
   # [name of job] -> move all tickets from xyz to experts
   # --
   'move escalation ticket to experts and execute CMD' => {
      # get all tickets with this properties  
      Queue => 'xyz',
      Escalation => 1,
      # new ticket properties
      New => {
        Queue => 'experts',
        # your program (/path/to/your/program) will be executed like
        # "/path/to/your/program $TicketNumber $TicketID" ARG[0] will 
        # be the ticket number and ARG[1] the ticket id
        CMD => '/path/to/your/program',
      },
   },
   # --
[...]

This should solve your problem! .)
...
By the way, I'm running OTRS on an OpenBSD box and it's running perfectly
fine.
Fine! :)
...
Brian Palmer
Martin

--
Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/
--
nohl:  3:02pm  up 73 days, 17:38,  5 users,  load average: 0.27, 0.27, 0.10
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