Hi  Marco,<br><br>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.<br><br><br>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.<br>
<br>Can you guide me how we can achieve this with ITSM. I am using OTRS 2.4.5 + ITSM 1.2 + Windows 2003 Server.<br><br><br>Regards <br>Sourabh Sarwate<br><br><div class="gmail_quote">On Mon, Jan 4, 2010 at 2:26 PM, Marco Vannini <span dir="ltr">&lt;<a href="mailto:marco.vannini@gmail.com">marco.vannini@gmail.com</a>&gt;</span> wrote:<br>
<blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">hi Sourabh,<div><br></div><div>This could probably helps</div><div><br></div><div><a href="ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png" target="_blank">ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png</a></div>
<div><br></div>

<div>then I think that ITSM module could do a better job than GenericAgent but I not sure to have understood what you really need.</div><div><br></div><div>BR</div><div><br></div><div>MV</div><div><br></div><div><br><br>

<div class="gmail_quote"><div><div></div><div class="h5">
On Mon, Jan 4, 2010 at 7:21 AM, Sourabh Sarwate <span dir="ltr">&lt;<a href="mailto:sourabh2783@gmail.com" target="_blank">sourabh2783@gmail.com</a>&gt;</span> wrote:<br></div></div><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
<div><div></div><div class="h5">

Hi All,<br><br>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 <b>GenericAgent job  </b>by using some script or program;But I have some doubt about the ticket <br>



<br>1) How the ticket get store in the OTRS.<br>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.)<br>3) What are the module I have to check for the ecalation.<br>


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