Hi, On 09.06.2010, at 16:51, Arthur de Pauw wrote:

You could do this by setting up a generic agent job that runs every X minutes and looks for tickets that have reached the escalation time in the last Y minutes.

What you then do depends on your OTRS installation: you could move the ticket to another queue which might alert people, or you could set "review required" to some value. Or you could even run a script off that.

Just a few thought, I'm sure prettier ways are possible :)

2010/6/9 Mike Lu 陆颖 (6186) :

...

Can I configure to send mail to notify my IT support members or the manager of IT support team when a ticket escalated?

And how?

You should have a look at $OTRS_HOME/Kernel/Config/GenericAgent.pm This’ a config file example for sending escalation emails once per day per ticket per agent. It is executed by $OTRS_HOME/bin/GenericAgent.pl defined in a cronjob definition in $OTRS_HOME/var/cron/generic_agent Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project