Hi,

I have a question:

what is the meaning of this field in the escalation process:

<OTRS_TICKET_EscalationDestinationIn>  that I’ve found in admin console - notify

By mail I received notifies  like these:

Escalated at:    2010-03-01 17:08:39

Escalated since: 48m

After 20 minutes

Escalated at:    2010-03-01 17:08:39

Escalated since: 28m

After 20 minutes:

Escalated at:    2010-03-01 17:08:39

Escalated since: 8m

And after 20 miutes:

Escalated at:    2010-03-01 17:08:39

Escalated since: 8m

I know that my ticket is escalated at 17:08:39 but I don’t understand the second line “Escalated since”.

Can I edit or change this one? In sysconfig admin console I haven’t found how to.

Thanks,

Ale

Alessandro d'Ambrosio

Ufficio Approvvigionamenti e Assistenza

Divisione Sistemi Informativi

Via Giuseppe Colombo, 46

20133 Milano

Tel  02503.15263

Fax 02503.15276