Re: [otrs] Ticket Escalation

Hi Sourabh, Just use queue-based escalations, if you go to Admin > Queue you can define First Response Time and Update Time and such. The ticket will now be set to escalated if it's not acted on within the time you specify. Now create a generic agent job to do the push to the new queue if tickets are escalated. This simple two step process will probably help you out here. Regards, Michiel -- Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Mon, Jan 4, 2010 at 12:30 PM, Sourabh Sarwate wrote:

Hi  Marco,

We want to escalate the ticket in a particular queue which are get escalated due no response to the client  w.r.t  configurable time.

For example by default a ticket comes in queue Level-1  and if the user of Level-1 will not respond the ticket with in  configurable time frame, it should get lock  to the Level-1 user and automatically get escalated to the next level i.e. Levle-2.The Level -1 user should only  get access to escalated ticket if it is unlocked or replied by Level-2 user.

Can you guide me how we can achieve this with ITSM. I am using OTRS 2.4.5 + ITSM 1.2 + Windows 2003 Server.

Regards Sourabh Sarwate

On Mon, Jan 4, 2010 at 2:26 PM, Marco Vannini wrote:

...

hi Sourabh, This could probably helps ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png then I think that ITSM module could do a better job than GenericAgent but I not sure to have understood what you really need. BR MV

On Mon, Jan 4, 2010 at 7:21 AM, Sourabh Sarwate wrote:

...

Hi All,

In our ticketing system we need to escalate the ticket after a particular time to a different level or queue. I am aware about that it can be achievable by using GenericAgent job  by using some script or program;But I have some doubt about the ticket

1) How the ticket get store in the OTRS. 2) How OTRS ticket functionality work for the escalation w.r.t.  time.( from which tables it picks the time and other things for escalation.) 3) What are the module I have to check for the ecalation.

-- Regards, Sourabh Sarwate Mobile No : +91-9948894587

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-- Regards, Sourabh Sarwate Mobile No : +91-9948894587

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