So basically if the ticket is locked and someone owns it then it will never escalate? This is rough because sometimes an agent will claim a ticket and may not address the ticket till far after the escalation time. But since there's an owner the ticket remains stale with no escalation? thanks marshall -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Robert Kehl Sent: Thursday, July 29, 2004 10:38 AM To: otrs@otrs.org Subject: RE: [otrs] Can't Access AdminArea
Thanks a lot man. I finally figured it out. I realized that the admin groups valid_id was set on 2 not 1. Once I changed this I recieved the Admin access back again. I really appreciate all your help and the willingness you have to help.
You're welcome, glad to hear it's working again!
I do have another question for you.
It's always best to start a new thread for new questions. This way users not intwerested in this thread get notice of your new question.
How is the escalation time triggered on a ticket? At what point is it reset? Is this when an agent zooms in on the ticket or if they just view the small details of the ticket? Where is the reset point for escalation on a ticket?
A ticket escalates if it's unlocked and not answered and the escalation time duration is over the specified value. Please do search on this lists archives, you'll find more info there. With kind regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/