For your first question, it is not possible with the default datamodel because the notifications are triggered on specific actions.
I think you will need to add a new status to your tickets by creating a new extension. this status will be updated automatically if the ticket is not assigned afet a period of time. But It is not easy to create something like this... I think the easiest way is to create a dashboard to display the tickets and so manually warn your support agents.
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Anything to make it work. This is the main part for our company to send notification to agents and management if ticket created by user was not assigned for some time.
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Hello,
I need to create a send mail notification if ticket was created but not assigned after 5 or else period of time.
Can someone help me please?
Also, is it possible for any portal user to create tickets from e-mail? I mean via Outlook for example?
To create a ticket from email take a look at this extension : https://wiki.openitop.org/doku.php?id=extensions:ticket-from-email_2_6_5
For your first question, it is not possible with the default datamodel because the notifications are triggered on specific actions.
I think you will need to add a new status to your tickets by creating a new extension. this status will be updated automatically if the ticket is not assigned afet a period of time. But It is not easy to create something like this... I think the easiest way is to create a dashboard to display the tickets and so manually warn your support agents.
Any examples, guides or any help in this?
To do what? An extension? A dashboard?
Anything to make it work. This is the main part for our company to send notification to agents and management if ticket created by user was not assigned for some time.
I've found this link
https://wiki.openitop.org/doku.php?id=configuring_tto_ttr_notifications
In new trigger I need to select 'ResponseTicket' as the target class, but there is no such class. What can be the problem?
anyone?
I guess the class you look for is the class "UserRequest". This is the class for your tickets.