Hi, On Fri, Apr 21, 2006 at 12:38:49PM -0500, Brett N wrote:

I'm having a hard time undersanding escalations....

Here's what I envision with escalations, maybe the problem is here..

Trouble is reported via email by customer..

if no one answers the email in 2 hours, I want a periodic nag (escalation)

if the email is anwered OR locked, no escaltion will ever be sent, unless the lock expires and it sits around in the queue..

This is how I thought it worked.. but now I see locked tickets with escalations counting down. Am I missing something?

Please see the chapter about time settings in our admin manual on http://doc.otrs.org Does this make escalation settings clearer?

-Brett

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