Hi Brian, On Thu, Jan 02, 2003 at 04:59:13PM -0500, Brian Palmer wrote:

I'm looking at using OTRS for first line help desk use. It looks like it'll do a large part of what I want. However, one thing I'd like is a little more control over escalation. I'd like the option to outline in the queue definition what will happen when a ticket hits it's escalation time. What I'm trying to accomplish is to move it to a seperate queue, and then send an email to an admin defined email address. Anyone know of a way to do something like that? Is something like that going to be a possibility in an upcoming release?

I added something like that to the bin/GenericAgent.pl (CVS or 1.0). -=> GenericAgent.pl looks in your system for escalation tickets and if the bin/GenericAgent.pl found one you can do some actions on it (move, set state, set owner, add note and execute a command line program (new!)). Kernel/Config/GenericAgent.pm [...] # -- # [name of job] -> move all tickets from xyz to experts # -- 'move escalation ticket to experts and execute CMD' => { # get all tickets with this properties Queue => 'xyz', Escalation => 1, # new ticket properties New => { Queue => 'experts', # your program (/path/to/your/program) will be executed like # "/path/to/your/program $TicketNumber $TicketID" ARG[0] will # be the ticket number and ARG[1] the ticket id CMD => '/path/to/your/program', }, }, # -- [...] This should solve your problem! .)

By the way, I'm running OTRS on an OpenBSD box and it's running perfectly fine.

Fine! :)

Brian Palmer

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 3:02pm up 73 days, 17:38, 5 users, load average: 0.27, 0.27, 0.10