Hi Letty,
http://doc.otrs.org/2.4/en/html/x1184.html
"There are three escalation time settings at the queue level. For
'Escalation - First Response Time': if there is not added a customer
interaction, either email-external or phone, to a new ticket before
the time defined here expires, the ticket is escalated.
Escalation - Update Time: If there is an article added, such as a
follow-up via e-mail or the customer portal, the escalation update
time is reset. If there is no customer contact, either email-external
or phone, added to a ticket before the time defined here expires, the
ticket is escalated.
Escalation - Solution Time: If the ticket is not set to closed before
the time defined here expires, the ticket is escalated. "
--
Michiel Beijen
R&D
OTRS AG
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On Thu, Jan 14, 2010 at 8:23 AM, Namwoonde, Letty
Hi all
I would like to get a clear difference in the definition on the escalation times. - First response time - Update time - Solution time
Thanks
Regards Letty