[otrs] documentation of escalation?

[Jo Rhett]

I've read the existing documentation of escalation, and it really  
doesn't describe enough of the process.  Can someone clue me in here?

1. How can I prevent escalation of a ticket that doesn't need attention?

2. How can we enable e-mail notification of escalation without  
modifying the source code in a way which will be overwritten during  
an upgrade?

-- 
Jo Rhett
senior geek

Silicon Valley Colocation
Support Phone: 408-400-0550