Looks like the problem is connecting to the mail server to try
telnetting to port 110 from the otrs server from command line and see
what happens.
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
cruiz@sigef.gov.ec
Sent: Monday, September 20, 2004 10:50 AM
To: otrs@otrs.org
Subject: [otrs] PROBLEM SEND EMAIL
Hi.
When creating ticket doesnt send the mail of notification of the message
displaying this message.
X-Cron-Env:
Does OTRS support ticket escalation? I was browsing the online documentation and didn't see anything. Thanks, Ron
Ron Alexander schrieb:
Does OTRS support ticket escalation?
Yes, it does.
I was browsing the online documentation and didn't see anything.
You must be blind. Ok - the docu is not as comprehensive as a docu should be. Never mind. Esacalation is set as a time range per queue, which can be 0 (zero), meaning no escalation occurs. It does if set, and if a ticket is not answered within the questioned time slide. A ticket is not answered means a ticket not having it's 'Answered' flag on. This I state because in a framework like OTRS reaches to become one, the answered state can be set not only by actually answering a ticket. See http://wiki.robertkehl.de/index.pl?PatchGAAnswered for an example. Normally the 'Answered' flag gets reset on receiving or sending a customer message, email, phone or stuff like that towards an existing ticket, or towards nothing to create a new one. These might help you: http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1050 http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1060 hth, Robert Kehl
in OTRS it says that if the ticket reaches escalation time you see just this ticket in the queue. but in 1.3beta4 after the escalation time it shows the time as -1, -2, -3 etc..
Ron Alexander schrieb:
Does OTRS support ticket escalation?
Yes, it does.
I was browsing the online documentation and didn't see anything.
You must be blind. Ok - the docu is not as comprehensive as a docu should be. Never mind.
Esacalation is set as a time range per queue, which can be 0 (zero), meaning no escalation occurs. It does if set, and if a ticket is not answered within the questioned time slide.
A ticket is not answered means a ticket not having it's 'Answered' flag on. This I state because in a framework like OTRS reaches to become one, the answered state can be set not only by actually answering a ticket. See http://wiki.robertkehl.de/index.pl?PatchGAAnswered for an example.
Normally the 'Answered' flag gets reset on receiving or sending a customer message, email, phone or stuff like that towards an existing ticket, or towards nothing to create a new one.
These might help you: http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1050 http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1060
hth,
Robert Kehl _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f?r Ihr OTRS System? => http://www.otrs.de/
participants (4)
-
Erol YILDIZ -
Neal Timm -
Robert Kehl -
Ron Alexander