On Thu, Apr 12, 2007 at 03:31:46PM -0700, 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?
Lock it and set it to a pending* state.
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?
RTFM :): http://doc.otrs.org/2.1/en/html/x1409.html#genericagent-job-for-escalated-ti...
Jo Rhett
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