Thank you, Anton.
So the calendar doesn't mean too much. We have to use genaricagent to do the escalation.
David
Date: Wed, 26 Nov 2008 23:14:01 +0300From: anton.gubarkov@gmail.comTo: otrs@otrs.orgSubject: Re: [otrs] Calendar configuration for the queueHello, David.Actually the calendar you assign to a queue is the one you advertise to your customer. Your support organization as a whole works 24x7 if I could understand you correctly. It means you need 1 calendar - essentially 24h working time. The calendar defines the hours to be counted in terms of SLA and ticket escalation timers for the queue.Regards,Anton.
2008/11/26 David Eco
Hi, I am setting up OTRS for our support team. There is calendar in the queue but I'm not able to get it work. I have 2 teams work in day shift and night shift but I want 2 teams can view/modify any tickets come from customers. Do I need to create 2 queues for them by using different calendar? How to attach different team member(or group?) to its queue? Thank you and look forward to hearing your input. David
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