Hi Anant, > A. simplest escalation notification: Edit Kernel/Config/GenericAgent.pm. > > B. complex escalation notification: > > 1. create a new generic agent searching for escalated tickets and define > some kind of marker for the found tickets. > 2. send event based notifications to defined recipients based on setting > the marker.
These mechanisms ARE the built-in functions. Especially #A is built-in since many versions. Additional features can be added by Feature AddOns :-) On 23.09.2011, at 13:04, Anant Jain wrote: > Just so that I'm sure, the built in escalation notification cannot be used? > This seems like a ... workaround? -- Cheers, Nils http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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
