Hi Daniel, On Wed, Aug 20, 2003 at 04:36:37PM +0200, Daniel Seifert wrote:
I have set the queues to an escalation time of 48 hours (unlocked after 24). As there usually is nobody around in the office during the weekend, I am afraid that first thing on each Monday the system is locked up with escalated tickets.
From what I read OTRS does not support time-based escalation. What I thought of next was using the GenericAgent.pl and to have it run on Friday evening and to change escalation times to Monday. Unfortunately the documentation of GenericAgent.pm is quite limited to a few examples and I hope that it allows to do more than just move, close and delete tickets. Does anybody know if it is possible to retrieve the escalation times of open tickets in an easy fashion and to extend it?
The escalation time is based on the queue (not ticket). -=> You don't need the GenericAgent.pl. -=> So you just need to update the escalation time +48h on Friday evening and reset it on Monday to -48h. Table 'queue' and column 'escalation_time'. The escalation time is stored in minutes.
With best regards / Mit freundlichen Gr��en
Daniel Seifert
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Noch -12 Tage bis zum G�ubodenvolksfest! ;-)