Re: [otrs] Prevent Escalation if ticket is locked

If a ticket HAS an escalation SLA, it should be impossible to circumvent the escalation without a update to the ticket saying why and who authorized the exception. One simple way to work with that: create a script that can be run to update the ticket via email. That should reset the counter and document who's responsible for the SLA exception.

On Mar 28, 2014, at 7:26 PM, "Leah Kelly" wrote:

We have a set up to where a ticket that has gone 60 minutes or over without a response is escalated. Once an action item is made, the time is supposed to reset, but it seems to be keeping the tickets in escalated view regardless.

I am looking for a different way to say ‘I am working on this ticket’ - one that actually keeps it out of escalation and one that preferably doesn’t involve opening the ticket first.

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