Re: [otrs] what variable do I use?

27 Jan 2005

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From: Robert Kehl 
Reply-To: "User questions and discussions about OTRS." 
Date: Thu, 27 Jan 2005 12:14:10 +0100
To: "User questions and discussions about OTRS." 
Subject: Re: [otrs] what variable do I use?
m schrieb:
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1.) Could this be done via the web interface for GenericAgent?  If so, where
would I input the variables to check for escalation and answered status?
And then, how do I change them in the ticket?
2.) What are the variables I need to check and change if I need to edit
GenericAgent.pm?
The 'Answered' state is set when a customer adds something you have to
answer, such as an email arriving or a customer message added in
customer.pl. Standard OTRS does not implement a function to actually
reset the 'Answered' state. I believe this to be by design.
See http://wiki.robertkehl.de/?PatchGAAnswered for what you want - a
patch to GenericAgent to allow setting the 'Answered' State. There has
been a discussion on how to implement this recently on this list.
Obviously, then, I phrased my question wrong.

After a ticket is marked "Answered" when responding to it, the Escalation
status changes to "none - answered".  I want to reset the Escalation time to
zero and start the clock on escalation again -- to make certain that tickets
are being updated and watched.

M.