Ticket notification after certain amount of time
Is there a way to notify the owner of a ticket if he/she hasn't addressed the issue after a set period of time? Say I just became the owner of a ticket and ended up forgetting about it, can I have OTRS send me a notification that the ticket is still active after 2 days of not accessing that ticket? thanks marshall
I sent this e-mail a few days ago and didn't recieve any comments in return so was curious if you guys just didn't know the answer or had some other reason for not responding. Is there a way to notify the owner of a ticket if he/she hasn't addressed the issue after a set period of time? Say I just became the owner of a ticket and ended up forgetting about it, can I have OTRS send me a notification that the ticket is still active after 2 days of not accessing that ticket? thanks marshall
On Friday, June 18, 2004 12:30 AM
Marshall28
Is there a way to notify the owner of a ticket if he/she hasn't addressed the issue after a set period of time? Say I just became the owner of a ticket and ended up forgetting about it, can I have OTRS send me a notification that the ticket is still active after 2 days of not accessing that ticket?
This is the Escalation time, combined with a lockout time. See the docs and Kernel/Config/Defaults.pm for examples. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
So is escalation time the amount of time that it takes for a ticket without
any activity to be raised to a higher priority level?
thanks
marshall
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of
Robert Kehl
Sent: Tuesday, June 22, 2004 1:32 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket notification after certain amount of time
On Friday, June 18, 2004 12:30 AM
Marshall28
Is there a way to notify the owner of a ticket if he/she hasn't addressed the issue after a set period of time? Say I just became the owner of a ticket and ended up forgetting about it, can I have OTRS send me a notification that the ticket is still active after 2 days of not accessing that ticket?
This is the Escalation time, combined with a lockout time. See the docs and Kernel/Config/Defaults.pm for examples. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
participants (2)
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Marshall28 -
Robert Kehl