Hi Ugo,
the timeout field is used for auto unlocking of tickets. The until_time
field is used for storing the pending date.
Unfortunately the escalation times are not stored at the ticket level, you
would need to parse the ticket history to extract the data.
--
Mike.
On Sep 29, 2011 7:10 PM, "Ugo Bellavance"
Hi,
I'm trying to find out a way to generate a report of the escalation that have occured in the last month.
I've managed to get different information on tickets from the tickets table, but I don't see any fields that would let me know if the ticket has been escalated. There are a few fields starting with 'escalation', but according to my tests, they are fields that define when the ticket will be escalated, while I'm looking for a way to see if an escalation has occured.
The other fields that look interesting are:
- timeout - until_time
but I can't figure out their use.
Any help would be appreciated.
Thanks,
Ugo
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