Ron Alexander schrieb:
Does OTRS support ticket escalation?
Yes, it does.
I was browsing the online documentation and didn't see anything.
You must be blind. Ok - the docu is not as comprehensive as a docu should be. Never mind. Esacalation is set as a time range per queue, which can be 0 (zero), meaning no escalation occurs. It does if set, and if a ticket is not answered within the questioned time slide. A ticket is not answered means a ticket not having it's 'Answered' flag on. This I state because in a framework like OTRS reaches to become one, the answered state can be set not only by actually answering a ticket. See http://wiki.robertkehl.de/index.pl?PatchGAAnswered for an example. Normally the 'Answered' flag gets reset on receiving or sending a customer message, email, phone or stuff like that towards an existing ticket, or towards nothing to create a new one. These might help you: http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1050 http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1060 hth, Robert Kehl