Among ways that might be easier (?) to implement for this purpose is to
change the queue via generic agent.
Each queue will have appropriate membership, who will have that queue
highlighted in the agent's "My Queues"
Or GenericAgent + priority change + notification (event) on priority change.
On Tue, Feb 5, 2013 at 8:40 AM, Praneeth Katru
Hello,****
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We are using configuring OTRS for IT Support activities for all our customers. We are trying to setup escalation matrix which can send email notifications to multiple levels of stake holders.****
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For example:****
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If a ticket is not attended or addressed for a certain period of time, it should send notification to all the members in a group (this is already existing and we are using it).****
If none of the team members have responded, a notification email should go to the team lead in next 15 minutes. If he is too fails to respond, it should go to his manager in next 30 minutes. We should be able to this multiple level escalation for at least 4 or 5 iterations. ****
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Best Regards****
Praneeth Katru****
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