Escalation during working hours/ differing prioritys
As I understand it, OTRS do not respect the working hours from a company. In our case, we answer tickets only on business days. Is there a way to limit the escalation process? Every queue can be configure with an escalation time. Is priority depending escalation possible? Thank you for your help Vic
Hi Victor, (sorry for the long delay, but now I'm back from vacation) :) On Thu, Jun 05, 2003 at 12:56:30PM +0200, Victor Penso wrote:
As I understand it, OTRS do not respect the working hours from a company. In our case, we answer tickets only on business days. Is there a way to limit the escalation process?
Every queue can be configure with an escalation time. Is priority depending escalation possible?
Both isn't possible. Because it's not implemented (yet). And it's not on the todo list. But if you (or somebody else) need this feature we could implement it (for OTRS sponsoring). :-)
Vic
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 1:08pm up 120 days, 22:33, 6 users, load average: 0.52, 0.47, 0.28
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