Hi All,
I have just set up escalation, and I can’t find any
documentation around how escalation works, so I was hoping someone could give
me some more information.
Firstly, according to the documentation, the only way to
reset an escalation time is to create a note with note-type “Note
external”. What are the differences between note internal and note
external?
Secondly, when the escalation is activated, the escalated
tickets now show on everyone’s queue view for the entire system, not just
the queues that the tickets exist in, is there a reason for this? Can I change
it?
Thanks
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Theunis
De Klerk |
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