Hello,
If suppose I have three levels 1,2,3 . If a client raises a ticket
that is assigned to level1 and escalation time is 1 hour, If the say that
the concerned person did not attend to the issue and the escalation time has
exceeded then how can the ticket be automatically escalated to the
Thats it, thanks so much!
>There's a SysConfig option to define whether the ticket overviews show
>the last subject or the ticket title...
>
>Ticket -> Frontend::Agent::TicketOverview
>->Ticket::Frontend::OverviewSmall###ColumnHeader
BR
julius
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Gerald, thank you for your answer.
I commented them out after testing. In fact the fields are not working, I
cannot fill in the customer ID or, to be precise, I just don't know the
correct field-Names for customer-ID, CC, BCC, etc.
>Are they nonfunctional because they're commented or is it simply
I believe the problem with To and Cc is because of the fancy interface to
providing entries to To and Cc.
https://github.com/OTRS/otrs/blob/rel-4_0/Kernel/Modules/AgentTicketEmail.pm#L182
my $CustomersNumberCc = $Self->{ParamObject}->GetParam( Param =>
'CustomerTicketCounterCcCustomer' ) || 0;
Hello,
You can use a generic agent to search for those tickets escalated on first
level and move them to second level. You can use the escalation event as a
trigger also.
Regards
2016-08-10 6:40 GMT-06:00 Paul Joseph :
> Hello,
>
>If suppose I have three levels 1,2,3 . If a client raise
Hello there,
I am having trouble updating owner of the ticket. i am using soap api
in php. can you give me any guidance?
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