Hi Jorick, we tried the following as a workaround: Create a ticket named EskalatedTickets, give it no eskalation time and move the tickets that could not be solved at once into that queue. Not really nice but working..... Li otrs-bounces@otrs.org schrieb am 30.09.2004 15:42:19:
We'd like to use the escalation feature of OTRS but currently the feature prevents our agents from viewing the queue's when there are escalated tickets. What we would like to have is the escalation with all the unanswered tickets displayed prominently when logging in, but also a way to access the queue's normally after that. Sometimes an answer just has to wait longer than the escalation time in our
enviroment.
Regards,
Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino
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