
27 Jan
2005
27 Jan
'05
5:46 a.m.
I want to reset the escalation time on tickets after they are answered, such that, when a ticket is answered, the escalation timer will restart based on the escalation time for whatever queue has the ticket. Once the ticket escalates, I already move the ticket to a new queue. I also want to reset the "Answered" status at the time the queue changes. 1.) Could this be done via the web interface for GenericAgent? If so, where would I input the variables to check for escalation and answered status? And then, how do I change them in the ticket? otherwise: 2.) What are the variables I need to check and change if I need to edit GenericAgent.pm? Thanks for the help. Mark.