Hi David, Thanks for guidance.I have a situation wherein if a particular ticket has crossed the threshold time of resolving, event based notification should be sent to management for escalation.
What I would like to know is how would I associate this escalation notification with the ticket. How to configure the ticket so that escalation notification will be triggered. On Tue, Feb 9, 2010 at 4:31 PM, David Holder <david.hol...@gmail.com> wrote: > Hi Manish, > > What are you trying to notify? > > There are essentially two groups of notifications in OTRS, First of all are > automatic responses. So, for example, when mails are put in a specific queue > the following notifications can be configured to despatch: > > * default reply (after new ticket has been created) (auto reply) > * default reject (after follow up and rejected of a closed ticket) (auto > reject) > * default follow up (after a ticket follow up has been added) (auto follow > up) > * default reject/new ticket created (after closed follow up with new ticket > creation) (auto reply/new ticket) > > The second group is event based notifications, which allow you to send out > notifications based on a specific specification. For me I have the above > auto notifications selected and a few custom event based notifications: > > * Ticket Assigned > * Ticket Closed > * Note Added (when a note is added as a note-external, that gets e-mailed > to the customer) > > If you can tell us what kind of notification you wish to flag up, we can > help you implement the type and specification of it. > > Thanks, > > On Tue, Feb 9, 2010 at 5:23 AM, manish ramteke <manish.s.ramt...@gmail.com > > wrote: > >> Hi, >> >> Please let me know how to use notifications in OTRS.2.4.5 >> >> Regards, >> Manish Ramteke >> >> >> >> >> --------------------------------------------------------------------- >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > Regards, Manish Ramteke
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