--===1397539037==
Content-Type: multipart/alternative;
boundary="=_Part_76041_32795036.1231588365941"
--=_Part_76041_32795036.1231588365941
Content-Type: text/plain; charset=UTF-8
Content-Transfer-Encoding: 7bit
Content-Disposition: inline
Hello, Aysel.
>From my poin
Hello, Aysel.
>From my point of view your scenario is best addressed by OTRS::ITSM add-on.
It uses ticket free time fields for tracking 1st response, update and
resolution times.
When you need to send additional emails on tickets reaching these
milestones, I would use genericAgent for this. You w
Hello,
I would like to send e-mail notification. My scenario is like this:
First response time : 10mins
Update time : 15 minutes
Solution time : 40 minutes
If no response is sent, escalation e-mail should be sent as soon as
first response time exceeds. In this scenario, 10mins later, an
