[otrs] Re: documentation of escalation?

In particular, why does escalation restart the counter when I have already replied to the customer? Escalation should be disabled upon reply, until the customer updates the ticket. On Apr 12, 2007, at 3:31 PM, Jo Rhett wrote:

I've read the existing documentation of escalation, and it really doesn't describe enough of the process. Can someone clue me in here?

1. How can I prevent escalation of a ticket that doesn't need attention?

2. How can we enable e-mail notification of escalation without modifying the source code in a way which will be overwritten during an upgrade?

-- Jo Rhett senior geek

Silicon Valley Colocation Support Phone: 408-400-0550

-- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550