These aren't the "thank you" messages. The ticket still needs some type of further action and can't be closed just yet. What I usually do to clear the escalation view is re-assign the owner. The users will be trained on the proper use of the "answered" field (to prevent escalation), but setting the default to "Yes" will mean that they only have to change it to "No" in the rare circumstance that a they DO want a ticket to escalate if they don't respond. As I said earlier, we really only want ticket escalation of new tickets. - Pete McDonnell Manager, Technical Services Hip Interactive
-----Original Message----- From: N.R. [mailto:normis@mikrotik.com] Sent: Thursday, October 28, 2004 9:25 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Set default of "Answered?" to Yes?
why do you ignore the ticket, close it instead if you see there can be no answer (if the message contains only `thank you for help` for example).
N.
Thursday, October 28, 2004, 4:22:36 PM, you wrote:
PM> We're seeing tickets needlessly escalate. Example, an agent replies PM> to a ticket. The customer then responds. Agent doesn't have any PM> new information or any need to reply so ignores the ticket. Ticket PM> soon escalates and blocks all other agents' (who are monitoring the same queue) 'QueueView' PM> display with a ticket that need not have escalated.
PM> Basically, we ONLY want to have unanswered tickets escalate. The PM> lock timeout will nag the agent who has been assigned a ticket to PM> follow up with the user.
PM> Am I incorrect in any of the logical flow in my statements?
PM> Thanks VERY much for digging through the code, Tyler! It's far more PM> detail than I could ever have hoped to dig up!
PM> - Pete McDonnell PM> Manager, Technical Services PM> Hip Interactive
-----Original Message----- From: Gerold Gruber [mailto:Gerold.Gruber@edv2g.de] Sent: Thursday, October 28, 2004 5:49 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Set default of "Answered?" to Yes?
Daniel Balan wrote:
It is true that this Yes or No doesn't affect the system search or stats, but what is its purpose? In dependence of the related queue setting unanswered tickets are unlocked (taken away from agent) and go back to the queue where another agent could deal with them. I do not think that OTRS team implemented something without a reason. Unfortunately the documentation doesn't include any references to this issue.
Cheers, Daniel Hth
Gerold
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]
On Behalf Of
Tyler
Hepworth Sent: Thursday, October 28, 2004 2:16 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Set default of "Answered?" to Yes?
One question. Why does it matter what "Is Ticket Answered"
is set to?
I have not found anywhere in the system that reports on that statistic. I can't search for tickets with that state, and it doesn't affect whether I can close a ticket or not. That all works independently of that value. So, what is the big deal? Just curious.
Tyler Hepworth
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