OK so I looked around and found this behavior described in admin manual of
OTRS 2.4:
"If a ticket is escalated, no other tickets are displayed for the queue
containing the escalated ticket. The escalated ticket has to be locked
first. The escalation of tickets ensures that tickets must be considered
after they have reached a given age."
But sadly I dont see anything about this in OTRS 3.
Is this still possible to achieve somehow?
With regards
Branislav Brna
On 20 January 2016 at 09:07, Branislav Brna
Hello, in our company we have been using OTRS for several years. A long time ago we have been using feature of it that basically brought in front each escalated ticket and agents were unable to do anything else till the ticket got updated. Now we would like to enable this again, but I am having really hard time remembering what needs to be enabled to allow this behavior. Could someone help me with this?
Thanks
WIth regards Branislav Brna