Hi, Alexander Scholler schrieb:

Hi,

I would like to know the exact escalation-mechanismn since v2.2.

When are the timeouts for * ticket unlock * first response to customer * update to customer * response-time reset, when do they stop?

What happens with the current timeout in case of * a queue-change with different timeouts within the new queue? * a follow-up?

What happens if a timeout is reached? Only a red warning in the agent-gui or is it possible to sent a mail-notification?

Can you analyse (stats) how many tickets were worked on within time?

I'm looking for a really exact and complete answer to these questions since only then, I want to use the new escalation-mechanismn in productive environment. I didn't find answers for this in the official docs. I think the sub Kernel::System::Ticket::TicketEscalationState is the key to these answers...

Any help appriciated.

Noone any ideas? Sorry, I'm a bit confused. There's a really good feature extension since v2.2, but noone can tell exactly how it works. Unfortunatly, the otrs develeopes even didn't and don't explain it. So, when I have free time, I'll try to find it out and the tell it the community. Still, every hint is appriciated. Bye, Alex