[otrs] Less intrusive escalation

We'd like to use the escalation feature of OTRS but currently the feature prevents our agents from viewing the queue's when there are escalated tickets. What we would like to have is the escalation with all the unanswered tickets displayed prominently when logging in, but also a way to access the queue's normally after that. Sometimes an answer just has to wait longer than the escalation time in our enviroment. Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK Enschede the Netherlands Phone +31 53 4809090 Fax +31 53 4342040 Internet http://www.qualityonline.com