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 +0300
From: anton.gubarkov@gmail.com
To: otrs@otrs.org
Subject: Re: [otrs] Calendar configuration for the queue

Hello, 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 <david.eco@msn.com>
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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