From: Robert Kehl Reply-To: "User questions and discussions about OTRS." Date: Thu, 27 Jan 2005 12:14:10 +0100 To: "User questions and discussions about OTRS." Subject: Re: [otrs] what variable do I use?

m schrieb:

...

1.) Could this be done via the web interface for GenericAgent? If so, where would I input the variables to check for escalation and answered status? And then, how do I change them in the ticket? 2.) What are the variables I need to check and change if I need to edit GenericAgent.pm?

The 'Answered' state is set when a customer adds something you have to answer, such as an email arriving or a customer message added in customer.pl. Standard OTRS does not implement a function to actually reset the 'Answered' state. I believe this to be by design.

See http://wiki.robertkehl.de/?PatchGAAnswered for what you want - a patch to GenericAgent to allow setting the 'Answered' State. There has been a discussion on how to implement this recently on this list.

Obviously, then, I phrased my question wrong. After a ticket is marked "Answered" when responding to it, the Escalation status changes to "none - answered". I want to reset the Escalation time to zero and start the clock on escalation again -- to make certain that tickets are being updated and watched. M.