Hello, Aysel.

From my point of view your scenario is best addressed by OTRS::ITSM add-on. It uses ticket free time fields for tracking 1st response, update and resolution times.

When you need to send additional emails on tickets reaching these milestones, I would use genericAgent for this. You will need to figure out which fields are used to track times, and do searches on them and issue your emails. Regards, Anton. 2009/1/9 Aysel Pamuk

Hello,

I would like to send e-mail notification. My scenario is like this:

First response time : 10mins

Update time : 15 minutes

Solution time : 40 minutes

If no response is sent, escalation e-mail should be sent as soon as first response time exceeds. In this scenario, 10mins later, an e-mail should be sent.

Noone replied or updated and time passed 16 mins, that means update time exceeded. Another escalation massage should be sent.

After 41 minutes, noone did nothing, new escalation message should be sent.

In my system, only one escalation message is sent. How can I manage to send e-mail for each escalation.

Regards,

Aysel Pamuk

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