16 Apr
2007
16 Apr
'07
7:03 p.m.
Christian Schoepplein wrote:
On Thu, Apr 12, 2007 at 03:35:27PM -0700, Jo Rhett wrote:
In particular, why does escalation restart the counter when I have already replied to the customer?
This was a wanted behaviour of OTRS versions <= 2.1.6. In later OTRS versions escalation does only start if a customer sends a new ticket or a followup. This behaviour is also described in the docu.
Where? I did specifically ask for where to find detailed documentation of the escalation. Telling me "it's there" isn't a very useful response. -- Jo Rhett senior geek Silicon Valley Colocation