[otrs] documentation of escalation?

[Christian Schoepplein]

On Thu, Apr 12, 2007 at 03:31:46PM -0700, 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?

Lock it and set it to a pending* state.

>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?

RTFM :):

http://doc.otrs.org/2.1/en/html/x1409.html#genericagent-job-for-escalated-tickets

>Jo Rhett

-- Christian

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