m schrieb:
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? 2.) What are the variables I need to check and change if I need to edit GenericAgent.pm?
The 'Answered' state is set when a customer adds something you have to answer, such as an email arriving or a customer message added in customer.pl. Standard OTRS does not implement a function to actually reset the 'Answered' state. I believe this to be by design. See http://wiki.robertkehl.de/?PatchGAAnswered for what you want - a patch to GenericAgent to allow setting the 'Answered' State. There has been a discussion on how to implement this recently on this list. hth, Robert Kehl