That's weird. Just clicked around and I can't find anywhere obvious that the escalation can be set (postmaster filter or generic agent can't do it, it seems).

 

What does the history of the ticket say?

 

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Magic Boiz
Sent: Friday, December 17, 2010 12:42 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Solution Time of Tickets

 

There we have set "Escalation - Solution Time: 0" in all queues.

 

So, why the 72h?

On Fri, Dec 17, 2010 at 12:20 PM, Lars Jørgensen <ITLJ@gyldendal.dk> wrote:

Admin -> Queues

 

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Magic Boiz
Sent: Friday, December 17, 2010 10:55 AM
To: otrs@otrs.org
Subject: [otrs] Solution Time of Tickets

 

Hi everyone!!

 

I have a simple question: how can a modify the "Solution Time" of a Ticket. It's always set to 72h!!.

 

When I create an email/phone ticket, the "Due Time" is set to 72h+current date. If a ticket is created automatically after a customer email, the Ticket also has a Solution Time of 72+current date......

 

Also, the SLAs don't affect to Solution Time......

 

 

so, how can I manage the Solution Time???

 

Thx in advance and have a nice weekend!

 

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