Hello Simon, the way it works is how you described (It will notify all the
agents who have read-write acces into the queue) what you request can be
addressed by using notification event where you can chose whether to send
it to everyone, or specific email address or even to the customer.
Regards
Assuming you already configured escalations, enabling the escalation jobs
in a .pm file (can't remember which one, probably GenericAgent.pm) is
enough.
When it's working, you should be able to see escalation events in an
affected ticket's history.
Finally, you may need to configure Event Based No
On 2012-03-16 09:45, Ugo Bellavance wrote:
Hi,
OTRS 2.3.3
One of my SLA has these parameters:
Escalation - First Response Time: 1200 minutes
Notify by: 60%.
Another example:
the ticket "201203163618" will escalate!
Escalation at: 2012-03-16 11:05:02
Escalation in: 5m
My first respons
:D depends, In some queue I use it to wake up some guys ... :D
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Thanks Marco,
so basically, if I'm not using SLA's, this is just useless?
Thanks and Best Regards,
Muhammad El-Sergani.
On Fri, Apr 22, 2011 at 7:17 PM, Marco Vannini wrote:
> escalation put tickets in evindence reflecting a (probably existing) SLA
> (service level agreement)
>
> notify by, i
escalation put tickets in evindence reflecting a (probably existing) SLA
(service level agreement)
notify by, if setted and otrs.Pendigjobs.pl is running in cron, notify at
the % of the time of escalation agents that is (probably) running out of SLA
On Fri, Apr 22, 2011 at 6:50 PM, Muhammad El-Se
Also, what are "Reminder Tickets", or how can a ticket be placed in that
section?
Thanks and Best Regards,
Muhammad El-Sergani.
On Fri, Apr 22, 2011 at 6:50 PM, Muhammad El-Sergani wrote:
> Hello,
>
> I was wondering, could someone explain what "Escalation" in a queue
> actually does?
> To who
If you're going to use note-external, why not simply reply? (if it's because
"not the locked owner" can't reply, you might want to enable the
"responsible" feature so there are two eligible agents to reply) .
On Wed, Mar 30, 2011 at 12:51 PM, Paul Taylor wrote:
> Anyone know a way to extend the
Solved issue with little bugfix http://bugs.otrs.org/show_bug.cgi?id=3158
On 28 июн, 22:24, Nils Leideck - ITSM wrote:
> Hi,
>
> On 28.06.2010, at 13:46, Ruslan wrote:
>
>
>
>
>
> > Hello everyone i'm got little issue with escalation of tickets with
> > "Pending reminder" status.
> > In my defa
Hi,
On 28.06.2010, at 13:46, Ruslan wrote:
> Hello everyone i'm got little issue with escalation of tickets with
> "Pending reminder" status.
> In my default queue we have the following settings:
> Escalation - First Response Time: 45 min
> Escalation - Update Time: 90 min
> Escalation - Solutio
Hi, Rosanna,
as far as I know, the ticket in Pending Auto Reminder states never
escalates. So if you have a ticket in Pending auto close and the ticket
was not escalated when you changed the state, it shouldn't escalate. If
the ticket was escalated, you have to clear escalation first by sendin
Hello All,
Are you able to help me please with the below, can you please show me
what I need to change in order to get the escalated tickets showing only
Open and New, rather than Pending Auto Close.
Thank you very much,
Rosanna
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.
: Re: [otrs] Escalation
Yes
On 4/7/10, Marretta, Rosanna wrote:
> Hi all,
>
>
>
> Can you please help, I have set up some escalation times against each
> queue and have noticed that the call is displayed in 'Escalated
Tickets'
> on the dashboard even if they have
Yes
On 4/7/10, Marretta, Rosanna wrote:
> Hi all,
>
>
>
> Can you please help, I have set up some escalation times against each
> queue and have noticed that the call is displayed in 'Escalated Tickets'
> on the dashboard even if they have been set to 'Pending Auto Close'.
> The settings I change
Hello,
After correcting some buggy behaviors, here is the latest working version of
the trigger to store escalation times in a separate table before they're
reset when tickets reach closing states. Any comment is much appreciated:
USE OTRS;
DELIMITER $$
DROP TRIGGER IF EXISTS `otrs`.`copiar_tiemp
Hi there,
Since there was no answer about how to avoid the deletion of escalation
times when tickets reach closing states, we decided to create a new table
called sla_times and a mysql trigger to fill it with the latest escalation
times. Below you'll find the code, any comment about it is much app
.
>
>
>
> Best Regards,
>
> Lokesh
>
>
> --
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of
> *Shawn Beasley
> *Sent:* Thursday, October 15, 2009 12:06 AM
>
> *To:* User questions and discus
Hi again,
I just found that Lokesh Katta Subramanyam reported the same at
http://www.mail-archive.com/otrs@otrs.org/msg27661.html
If anyone has found a way to keep these escalation values in the ticket
table or to query them from the ticket_history table and want to share it
with us, I'd deeply ap
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Escalation times are cleared when the
ticketisclosedwhat could be the reason?
Hi,
The best way to find out about escalations is to parse this history. If
you like, custom reports can be designed for you by a professional
: User questions and discussions about OTRS.
Subject: Re: [otrs] Escalation times are cleared when the ticket
isclosedwhat could be the reason?
Hi All,
As there are no replies to this thread, I am wondering if anyone has
not faced this as an issue, or if I am the only one facing this
issue
: Wednesday, October 14, 2009 10:06 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Escalation times are cleared when the ticket
isclosedwhat could be the reason?
Hi All,
As there are no replies to this thread, I am wondering if anyone has not
faced this as an issue, or if I
, October 13, 2009 6:37 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Escalation times are cleared when the ticket is
closedwhat could be the reason?
Hi All,
Whenever an escalated ticket is closed, all the escalations for the
ticket are cleared, because of which we are
Hi All,
Whenever an escalated ticket is closed, all the escalations for the
ticket are cleared, because of which we are getting wrong reports when
we try to generate a report for the number of solution time escalations
happened in a particular month.
So is it correct to clear the escalation
Alejandra Piedra wrote:
Hello
I was wondering if there's a possibility to remove the messages
displayed in the frontend when a ticket has escalated, this because
some people, myself included, find it annoying to have a message for
every single ticket with an error icon.
Thanks and r
Ref to the mailing list on OTRS where I found this post
we sent escalation notifications through a generic agent job.
When this job runs, it checks whether tickets are escalated.
For every escalated ticket, a mail es sent to every agent that has
defined the queue the ticket is assigned to a
Alexander Scholler <[EMAIL PROTECTED]>
Informationstechnik / AfOuI
VZA / Zimmer 631, Durchwahl -4451
Adriano Amaral schrieb:
> Hi folks,
>
> While tweaking the queues hierachy to suit my needs, I've started
> testing the escalation process. The problem I'm having is the way this
> is done. If
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
Hi Brigitte,
On Di, Sep 27, 2005 at 04:27:26 +0200, Brigitte Neumärker wrote:
>If I set an escalation time and an unlocked time on the queue, it happens
>the following:
>Escalation happens on the written time on the queue, but the mail is be
>sent m
Nags people
- Pete McDonnell
> -Original Message-
> From: Frank Cases [mailto:[EMAIL PROTECTED]
> Sent: Thursday, April 28, 2005 2:12 PM
> To: otrs@otrs.org
> Subject: [otrs] escalation
>
>
> Sorry im confused somehow this morning
>
> what does escalation exactly do ?
>
>
>
> Fra
Jason White schrieb:
I want to send an automatic mails to an escalation group or move a
ticket to a new group with an email to the OTRS administrator queue,
whenever a Ticket has reached the escalation limit.
You may want to use OTRS' standard features for the first: Get your
agents to add the que
This is definitely on my list of wants & needs as well. Basically, we only
want a ticket to escalate if it's NOT been responded to in any way. Hence
my questions about setting the default of "answered" to Yes, instead of no.
The followup to that is that if a ticket DOES escalate we darn well wan
On Wednesday, August 18, 2004 3:25 PM
Charles R. Thompson <[EMAIL PROTECTED]> wrote:
> In other words, if a customer replies to one of our outgoing emails,
> if we forget it is there, will escalation occur?
Yes.
hth,
Robert Kehl
___
OTRS mailing list:
Hi Victor,
(sorry for the long delay, but now I'm back from vacation) :)
On Thu, Jun 05, 2003 at 12:56:30PM +0200, Victor Penso wrote:
> As I understand it, OTRS do not respect the working hours from a company.
> In our case, we answer tickets only on business days.
> Is there a way to limit t
To: [EMAIL PROTECTED]
Subject: Re: [otrs] Escalation actions question.
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
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 q
On Tue, Sep 10, Andreas Haase wrote:
> No ;) ... I think, it would be nice.
I had a discussion about this point with Martin two days ago and
suggested that it would be a good thing to have some sort of soft- and
hard-limit. I agree with Martin about the hard-limit. It has to be hard
because other
Hello,
> > Now it is so, that we set up an escalation time for our ticket queues
> > and if an employee doesn't answer one of his tickets within this time,
> > it escalates. That's how it should work, i guess. But now it would be
> > fine, if this employee could say "Resubmit this ticket after x
Hi Andreas,
On Fri, Sep 06, 2002 at 12:00:51PM +0200, Andreas Haase wrote:
> Now it is so, that we set up an escalation time for our ticket queues and
> if an employee doesn't answer one of his tickets within this time, it
> escalates. That's how it should work, i guess. But now it would be fine
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