Escalation time in pending tickets
Hello everyone i'm got little issue with escalation of tickets with "Pending reminder" status. In my default queue we have the following settings: Escalation - First Response Time: 45 min Escalation - Update Time: 90 min Escalation - Solution Time: 180 min When agent creating ticket new PhoneTicket. With status "pending reminder" Next State: "Next day" and set's "Owner" himself. We have a new ticket in queue with status "Pending reminder" Ticket Locked on agent created this ticket. Pending date - next day after creation (week, month, etc.... it's never mind ) But escalation time starts running immediately! and by 3 hours we get notification about Ticket escalation...
Hi, On 28.06.2010, at 13:46, Ruslan wrote:
Hello everyone i'm got little issue with escalation of tickets with "Pending reminder" status. In my default queue we have the following settings: Escalation - First Response Time: 45 min Escalation - Update Time: 90 min Escalation - Solution Time: 180 min
When agent creating ticket new PhoneTicket. With status "pending reminder" Next State: "Next day" and set's "Owner" himself.
We have a new ticket in queue with status "Pending reminder" Ticket Locked on agent created this ticket. Pending date - next day after creation (week, month, etc.... it's never mind )
But escalation time starts running immediately! and by 3 hours we get notification about Ticket escalation...
Escalation is Escalation Pending is Pending There is no relationship between these both options … Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project
Solved issue with little bugfix http://bugs.otrs.org/show_bug.cgi?id=3158
On 28 июн, 22:24, Nils Leideck - ITSM
Hi,
On 28.06.2010, at 13:46, Ruslan wrote:
Hello everyone i'm got little issue with escalation of tickets with "Pending reminder" status. In my default queue we have the following settings: Escalation - First Response Time: 45 min Escalation - Update Time: 90 min Escalation - Solution Time: 180 min
When agent creating ticket new PhoneTicket. With status "pending reminder" Next State: "Next day" and set's "Owner" himself.
We have a new ticket in queue with status "Pending reminder" Ticket Locked on agent created this ticket. Pending date - next day after creation (week, month, etc.... it's never mind )
But escalation time starts running immediately! and by 3 hours we get notification about Ticket escalation...
Escalation is Escalation Pending is Pending
There is no relationship between these both options …
Freundliche Grüße / Kind regards
Nils Leideck
-- Nils Leideck Senior Consultant
nils.leid...@leidex.net nils.leid...@otrs.com
http://webint.cryptonode.de/ a Fractal project
--------------------------------------------------------------------- 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
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!http://www.otrs.com/en/support/enterprise-subscription/
participants (2)
-
Nils Leideck - ITSM -
Ruslan