Forum GLPI-Project

SomeDude

Member

Registered: 2023-11-22

Posts: 62

Reminder to Technician

Hello,

I want to add a answer reminder that sends the technician an email if he has not answered a ticket he is assigned to in 4 hours.

Last edited by SomeDude (2023-11-28 12:21:39)

SomeDude

Member

Registered: 2023-11-22

Posts: 62

Re: Reminder to Technician

push

zekaleka

Member

Registered: 2023-09-14

Posts: 29

Re: Reminder to Technician

Hello,

I want to add a answer reminder that sends the technician an email if he has not answered a ticket he is assigned to in 4 hours.

Hi,

Yes I don't have found notification option regarding of time left to resolve ticket. I don't think that there is an option for that.
You can try to create automatic rule/CRON which check tickets, but i don't know how.

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,287

Re: Reminder to Technician

you can use OLAs  for internal take into account delys and its associated alerts (setup> service levels), then
setup> automatic action> ola ticket,
then
setup>notification> create a ticket notification with event "Automatic reminders of OLAs"

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SomeDude

Member

Registered: 2023-11-22

Posts: 62

Re: Reminder to Technician

So with an OLA i can apply i it once the technician is assigned and when the requester answers

I tried it with an update rule that uses the update field but did not get it to work

SomeDude

Member

Registered: 2023-11-22

Posts: 62

Re: Reminder to Technician

?

SomeDude

Member

Registered: 2023-11-22

Posts: 62

Re: Reminder to Technician

Would somebody care to elaborate