Re: [otrs] Ticket Escalation

4 Jan 2010

      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