in OTRS it says that if the ticket reaches escalation time you see just this ticket in the queue. but in 1.3beta4 after the escalation time it shows the time as -1, -2, -3 etc..
> Ron Alexander schrieb: > > Does OTRS support ticket escalation? > > Yes, it does. > > > I was browsing the online > > documentation and didn't see anything. > > You must be blind. Ok - the docu is not as comprehensive as a docu > should be. Never mind. > > Esacalation is set as a time range per queue, which can be 0 (zero), > meaning no escalation occurs. It does if set, and if a ticket is not > answered within the questioned time slide. > > A ticket is not answered means a ticket not having it's 'Answered' flag > on. This I state because in a framework like OTRS reaches to become one, > the answered state can be set not only by actually answering a ticket. > See http://wiki.robertkehl.de/index.pl?PatchGAAnswered for an example. > > Normally the 'Answered' flag gets reset on receiving or sending a > customer message, email, phone or stuff like that towards an existing > ticket, or towards nothing to create a new one. > > These might help you: > http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1050 > http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1060 > > hth, > > Robert Kehl > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting f?r Ihr OTRS System? > => http://www.otrs.de/ > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f�r Ihr OTRS System? => http://www.otrs.de/
