Sarah Baker schrieb:
Hmm- I set the Escalation values (First Response, Update time, Solution time) to 'empty' (putting in zero gives me a divide by zero error) on one of my queues to test if that would remove the messages from my view, but it doesn't. Does that impact newly created tickets and not old ones?
Hello Sarah, I also leave the fields empty when creating queues and afterwards they are filled with 0. I'm sorry, I never tried to fill in a 0 directly. I don't exactly know if old tickets are affected, but I think not. You will have to test it with a new queue where you change those settings afterwards to 0 / empty. If the old tickets aren't affected you have to add externals notes to fulfill the response and update times so the messages disappear. Regarding the solution times perhaps closing and reopening the tickets will help.
So is there a section of the documentation that talks about use of the system messages and how they work?
I interpreted the system messages from your mail by my knowledge about the queues and the system in general. AFAIK there's no list of system messages, I'm sorry. But usally there's really no need for it, don't give up :) Regards Alexander Halle -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de