Re: [otrs] what variable do I use?

27 Jan 2005


      m schrieb:
...
After a ticket is marked "Answered" when responding to it, the Escalation
status changes to "none - answered".  I want to reset the Escalation time to
zero and start the clock on escalation again -- to make certain that tickets
are being updated and watched.
The escalation time is counted for tickets that are unlocked and not in 
the state of having 'Answered' set to '1'. Thus, to let escalation 
occur, you need to set the 'Answered' state at least (and unlock them, 
of course).

hth,

Robert Kehl