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If the escalation is running, then this tag will return the difference the current time and escalation time in format *3h 30m*.
``<OTRS_TICKET_CustomEscalation_TypeName>``
This tag will return the name of the escalation type (e.g. *solution time*).
Configure Event Based Notifications
Use this steps to configure event based notifications for users of escalated tickets:
Go to the system configuration and enable ``Daemon::SchedulerCronTaskManager::Task###TriggerEscalationStartEvents`` setting. It will allow the generic agent to run the module in charge to start the advanced escalations events.
Go to the administrator interface and open the *Ticket Notifications* module to configure the notifications.
Configure the notification and change text by using the new notification smart tags provided by this package and described above.
Escalation Events
The following escalation events are available:
Escalation: [EscalationName] (Start) (EscalationStart_[EscalationTypeID])
This event will be executed if the escalation has been started.
Escalation: [EscalationName] (NotifyBefore) (EscalationNotifyBefore_[EscalationTypeID])
This event will be executed if the time reached where the agent gets notified for the escalation.
This event will be only executed correctly if the escalation bundle configuration per escalation type is correctly configured, ``TriggerEscalationStartEvent`` is enabled and the daemon is running.
Escalation: [EscalationName] (Breached) (EscalationBreached_[EscalationTypeID])
This event will be executed if the escalation time has been reached.
Escalation: [EscalationName] (Restart) (EscalationRestart_[EscalationTypeID])
This event will be executed if the escalation has been restarted.
Escalation: [EscalationName] (Suspend) (EscalationSuspend_[EscalationTypeID])
This event will be executed if the escalation has been suspended.
Escalation: [EscalationName] (ResumeSuspend) (EscalationResumeSuspend_[EscalationTypeID])
This event will be executed if the escalation has been resumed from a suspend state.
Escalation: [EscalationName] (ResumeStop) (EscalationResumeStop_[EscalationTypeID])
This event will be executed if the escalation has been resumed from a stop state.
Escalation: [EscalationName] (Stop) (EscalationStop_[EscalationTypeID])
This event will be executed if the escalation has been stopped.
Example Usage
This chapter describes how to add a first response time escalation.
Creating the Escalation Type
Go to the administration interface and choose *Escalation Type*. Click on the *Create New Escalation Type* button.

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read-only
Source string location
../../content/advanced-escalations/admin/communication-notifications/ticket-notifications.rst:57
String age
a year ago
Source string age
a year ago
Translation file
locale/content.pot, string 326