Ticket Notifications | OTRS Academy

Table of Contents

This package adds some new features to the ticket notification methods.

Notification Smart Tags

The notification smart tags only work in notifications related to the escalation. It does not work for TicketCreate but it will work for Escalation: First Response (NotifyBefore). The following smart tags with information about each escalation are available:

<OTRS_TICKET_CustomEscalation_EscalationTime>: If the escalation is running, then this tag will return the escalation date-time when the escalation type will escalate (e.g. 2019-01-01 10:00:00).
<OTRS_TICKET_CustomEscalation_NotifyTime>: If the escalation is running, then this tag will return the escalation notify date-time of the escalation type (e.g. 2019-01-01 10:00:00).
<OTRS_TICKET_CustomEscalation_EscalationTimeIn>: 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).

Note

It is not needed to adjust the CustomEscalation in the notification tag, but it always takes the information of the used escalation event. If First Response (NotifyBefore) is used it will show the information of the first response.

Escalation Events

Escalation events of the advanced escalation always start with Escalation: Escalation Type Name (Event). The following escalation events are available:

Escalation: Escalation Type Name (Start) (EscalationStart_[EscalationTypeID]): This event will be executed if the escalation has been started.
Escalation: Escalation Type Name (NotifyBefore) (EscalationNotifyBefore_[EscalationTypeID]): This event will be executed if the time reached where the agent gets notified for the escalation.
Escalation: Escalation Type Name (Breached) (EscalationBreached_[EscalationTypeID]): This event will be executed if the escalation time has been reached.
Escalation: Escalation Type Name (Restart) (EscalationRestart_[EscalationTypeID]): This event will be executed if the escalation has been restarted.
Escalation: Escalation Type Name (Suspend) (EscalationSuspend_[EscalationTypeID]): This event will be executed if the escalation has been suspended.
Escalation: Escalation Type Name (ResumeSuspend) (EscalationResumeSuspend_[EscalationTypeID]): This event will be executed if the escalation has been resumed from a suspend state.
Escalation: Escalation Type Name (ResumeStop) (EscalationResumeStop_[EscalationTypeID]): This event will be executed if the escalation has been resumed from a stop state.
Escalation: Escalation Type Name (Stop) (EscalationStop_[EscalationTypeID]): This event will be executed if the escalation has been stopped.

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