Queue Escalation and Individual Priorities
Hi, Where are the individual, ie Very High, Very Low, etc. prioritisation times set? And how do tickets behave with respect to reaching deadlines? And can someone point me to or explain to me how the escalation priorities for queues and the individual ticket priorities interact? Any help very appreciated! Thanks for taking time out to read this email. Rajendrakumar Premji Varsani BSc (Hons) Rajendrakumar.varsani@psd.defra.gsi.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. Its unauthorised use, disclosure, storage or copying is not permitted. If you have received it in error, please destroy all copies and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.
Hi Varsani, On Tue, Aug 03, 2004 at 06:24:59PM +0100, Varsani, Rajendrakumar (PSD) wrote:
Where are the individual, ie Very High, Very Low, etc. prioritisation times set? And how do tickets behave with respect to reaching deadlines?
And can someone point me to or explain to me how the escalation priorities for queues and the individual ticket priorities interact?
OTRS is not able to escalate tickets based on the priority. OTRS is able to escalate tickets based on a queue escalation time. That means if the escalation time for one queue is 5h then unlocked and open tickets in this queue will be escalated. The time till escalation is shown for each ticket in the ticket status area. If a ticket is escalated, the just the escalated tickets are shown ans somebody needs to work on it. Anyway, if you need setup help, you also can take advantage of the consulting services of ((otrs.de)). :-)
Rajendrakumar Premji Varsani BSc (Hons)
Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
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Varsani, Rajendrakumar (PSD)