Is there any way (or addin module) to simply handle conditional events
in OTRS.
For example. If a ticket has:
1. a response required of "priority = 'A 0-15min" then forward to
urgentescalati...@companyxyz.com
2. a response required of "priority = 'A 0-15min" then change queue to
"EscalationsTeam"
or
3. "Queue = 'Critical_Outage'" then forward to
mobilephonenum...@smsservice.com
Thanks and regards
J
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