[otrs] Re: documentation of escalation?

[Jo Rhett]

In particular, why does escalation restart the counter when I have  
already replied to the customer?

Escalation should be disabled upon reply, until the customer updates  
the ticket.

On Apr 12, 2007, at 3:31 PM, Jo Rhett wrote:
> 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
>
>
>
>

-- 
Jo Rhett
senior geek

Silicon Valley Colocation
Support Phone: 408-400-0550