Hi all,
we are really happy with our OTRS 2.2.6 implementation.
We have already implemented an email-to-SMS gateway (based on FoxBox Linux
:-) which is capable of sending sms when writing an email to an address like
sms+0123456789@sms.ourcompany.com .
Now we'd like to integrate OTRS with our SMS gateway in order to achieve the
following features:
- when a new ticket for a particular queue is "New" we must trigger an SMS
to a group of agent with an abstract of the message that opened the ticket
- we'd like to have the sms sending bounded to a particular calendar, i.e.
during working hours do not send sms, during off-work hours send the message
- we'd like to send an sms if a ticket has an escalation
Which is the Best Way to implement this in your experience?
Anyone has implemented something similar ?
TIA for your help.
Regards,
Luca
