Hello All,

Are you able to help me please with the below, can you please show me what I need to change in order to get the escalated tickets showing only Open and New, rather than Pending Auto Close.

Thank you very much,

Rosanna

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marretta, Rosanna
Sent: 07 April 2010 09:43
To: User questions and discussions about OTRS.
Subject: [otrs] Escalation

Hi all,

Can you please help, I have set up some escalation times against each queue and have noticed that the call is displayed in ‘Escalated Tickets’ on the dashboard even if they have been set to ‘Pending Auto Close’.  The settings I changed were:

Is there any way to show only the ‘Open’ or ‘New’ tickets in ‘Escalated Tickets’ view?

Thank you for your help.

Rosanna