Notify agents if a ticket hasn't been modified/worked for a specified time
Hi, I wonder if it's possible (maybe via Generic Agent) to notify agents that some tickets hasn't been modified for a specified time please ? I saw that a similar thing can be done through Generic Agent for creation date / pending date but not for "Last modified/action on" criteria ? Thanks by advance for your answer. Laurent
Laurent Minost wrote:
I wonder if it's possible (maybe via Generic Agent) to notify agents that some tickets hasn't been modified for a specified time please ?
Have you looked into escalating tickets? <http://doc.otrs.org/2.2/en/ html/x1463.html> Nils Breunese
Hi Nils, Thanks for your answer. I already checked about escalation in OTRS but that's not exactly what we need because escalation is linked with a specified duration/time in working hours, in our case we need to be notified about ticket not modified for whatever reason for more than one week e.g. Do you think is it possible please ? Thanks and BR. Laurent Le jeudi 26 juillet 2007 à 16:47 +0200, Nils Breunese (Lemonbit) a écrit :
Laurent Minost wrote:
I wonder if it's possible (maybe via Generic Agent) to notify agents that some tickets hasn't been modified for a specified time please ?
Have you looked into escalating tickets? <http://doc.otrs.org/2.2/en/ html/x1463.html>
Nils Breunese _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
If the only issue is about working hours vs hours, you can customize or add more calendars within SysConfig-> Framework -> Core::Time::CalendarX Then you can link calendars to queues in the Queue page. Hope it helps Gabriele ----- Original Message ----- From: Laurent Minost To: User questions and discussions about OTRS.org Sent: Monday, July 30, 2007 3:46 PM Subject: Re: [otrs] Notify agents if a ticket hasn't been modified/workedfor a specified time Hi Nils, Thanks for your answer. I already checked about escalation in OTRS but that's not exactly what we need because escalation is linked with a specified duration/time in working hours, in our case we need to be notified about ticket not modified for whatever reason for more than one week e.g. Do you think is it possible please ? Thanks and BR. Laurent Le jeudi 26 juillet 2007 à 16:47 +0200, Nils Breunese (Lemonbit) a écrit : Laurent Minost wrote:
I wonder if it's possible (maybe via Generic Agent) to notify agents that some tickets hasn't been modified for a specified time please ?
Have you looked into escalating tickets? <http://doc.otrs.org/2.2/en/ html/x1463.html> Nils Breunese _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/ ------------------------------------------------------------------------------ _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
HI Gabriele, Thanks for your answer, I think this trick will be perfect for what we're searching for at the moment. I will do some tests with these settings and check behaviour. Thanks again :) Laurent Le lundi 30 juillet 2007 à 15:55 +0200, Gabriele D'Andrea a écrit :
If the only issue is about working hours vs hours, you can customize or add more calendars within SysConfig-> Framework -> Core::Time::CalendarX Then you can link calendars to queues in the Queue page.
Hope it helps Gabriele ----- Original Message ----- From: Laurent Minost To: User questions and discussions about OTRS.org Sent: Monday, July 30, 2007 3:46 PM Subject: Re: [otrs] Notify agents if a ticket hasn't been modified/workedfor a specified time
Hi Nils,
Thanks for your answer.
I already checked about escalation in OTRS but that's not exactly what we need because escalation is linked with a specified duration/time in working hours, in our case we need to be notified about ticket not modified for whatever reason for more than one week e.g. Do you think is it possible please ?
Thanks and BR.
Laurent
Le jeudi 26 juillet 2007 à 16:47 +0200, Nils Breunese (Lemonbit) a écrit :
> Laurent Minost wrote: > > > I wonder if it's possible (maybe via Generic Agent) to notify > > agents that some tickets hasn't been modified for a specified time > > please ? > > Have you looked into escalating tickets? <http://doc.otrs.org/2.2/en/ > html/x1463.html> > > Nils Breunese > _______________________________________________ > 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 or consulting for your OTRS system? > => http://www.otrs.com/
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I have different QUEUS assigned to different GROUPS and ultimately GROUPS assigned to particular users. Whenever a complaint is lodged, it goes to its particular queue and only each user can see its own queue. I want an email notification be sent to the agents when a new ticket arrives into there queue I enabled NEW TICKET NOTIFICATION in the agent preferences but it doesn’t generates an email on the arrival of new ticket I have mentioned email address for each user. If I manually sent an email, for example like empty answer it works fine, means my mail system is quite fine. Any help please ?? No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.22/921 - Release Date: 7/26/2007 11:16 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.22/921 - Release Date: 7/26/2007 11:16 PM
Hello, By playing with otrs database, I broke it. I flushed OTRS database and uninstaled and purge debian(Lenny) package. And now, I've this problem. I never have it before. Strange Any idea !! -----Message d'origine----- De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]De la part de Munawar Zeeshan Envoyé : mardi 31 juillet 2007 09:32 A : 'User questions and discussions about OTRS.org' Objet : RE: [otrs]Email Notifications I have different QUEUS assigned to different GROUPS and ultimately GROUPS assigned to particular users. Whenever a complaint is lodged, it goes to its particular queue and only each user can see its own queue. I want an email notification be sent to the agents when a new ticket arrives into there queue I enabled NEW TICKET NOTIFICATION in the agent preferences but it doesn’ t generates an email on the arrival of new ticket I have mentioned email address for each user. If I manually sent an email, for example like empty answer it works fine, means my mail system is quite fine. Any help please ?? No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.22/921 - Release Date: 7/26/2007 11:16 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.22/921 - Release Date: 7/26/2007 11:16 PM
Hello, I forget to select queue in User Preferences option. Option "NEW TICKET NOTIFICATION" is not enough. Do you check it ? -----Message d'origine----- De : Raphael Condom [mailto:raphael.condom@eloquant.com] Envoyé : mercredi 1 aout 2007 11:08 A : User questions and discussions about OTRS.org Objet : RE: [otrs]Email Notifications Hello, By playing with otrs database, I broke it. I flushed OTRS database and uninstaled and purge debian(Lenny) package. And now, I've this problem. I never have it before. Strange Any idea !! -----Message d'origine----- De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]De la part de Munawar Zeeshan Envoyé : mardi 31 juillet 2007 09:32 A : 'User questions and discussions about OTRS.org' Objet : RE: [otrs]Email Notifications I have different QUEUS assigned to different GROUPS and ultimately GROUPS assigned to particular users. Whenever a complaint is lodged, it goes to its particular queue and only each user can see its own queue. I want an email notification be sent to the agents when a new ticket arrives into there queue I enabled NEW TICKET NOTIFICATION in the agent preferences but it doesn’t generates an email on the arrival of new ticket I have mentioned email address for each user. If I manually sent an email, for example like empty answer it works fine, means my mail system is quite fine. Any help please ?? No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.22/921 - Release Date: 7/26/2007 11:16 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.22/921 - Release Date: 7/26/2007 11:16 PM
Yes, it worked Thanks a lot Raphael -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Raphael Condom Sent: Wednesday, August 01, 2007 2:40 PM To: Raphael Condom; User questions and discussions about OTRS.org Subject: RE: [otrs]Email Notifications Hello, I forget to select queue in User Preferences option. Option "NEW TICKET NOTIFICATION" is not enough. Do you check it ? -----Message d'origine----- De : Raphael Condom [mailto:raphael.condom@eloquant.com] Envoyé : mercredi 1 aoűt 2007 11:08 Ŕ : User questions and discussions about OTRS.org Objet : RE: [otrs]Email Notifications Hello, By playing with otrs database, I broke it. I flushed OTRS database and uninstaled and purge debian(Lenny) package. And now, I've this problem. I never have it before. Strange Any idea !! -----Message d'origine----- De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]De la part de Munawar Zeeshan Envoyé : mardi 31 juillet 2007 09:32 Ŕ : 'User questions and discussions about OTRS.org' Objet : RE: [otrs]Email Notifications I have different QUEUS assigned to different GROUPS and ultimately GROUPS assigned to particular users. Whenever a complaint is lodged, it goes to its particular queue and only each user can see its own queue. I want an email notification be sent to the agents when a new ticket arrives into there queue I enabled NEW TICKET NOTIFICATION in the agent preferences but it doesn't generates an email on the arrival of new ticket I have mentioned email address for each user. If I manually sent an email, for example like empty answer it works fine, means my mail system is quite fine. Any help please ?? No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.22/921 - Release Date: 7/26/2007 11:16 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.22/921 - Release Date: 7/26/2007 11:16 PM No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.22/921 - Release Date: 7/26/2007 11:16 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.22/921 - Release Date: 7/26/2007 11:16 PM
participants (5)
-
Gabriele D'Andrea -
Laurent Minost -
Munawar Zeeshan -
Nils Breunese (Lemonbit) -
Raphael Condom