My boss is wondering what the difference between escalated and reminder tickets are. Good question in my book, cause I neither know how to use them.
For example, one queue is really saturated. Can we find a way to indicate to others that this person needs help and is (in turn) doing more work actually? I’ve read about escalated and reminder tickets but, how do I use them across the board? I would like a notification to go out if somebody is out of office and their tickets are going completely ignored. --------------------------------------------------------------------- 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
