Hello, I am currently installing OTRS ver 1.3.2 at my office for internal use. We found this software great, and had very few problem during installation. We are currently tuning it for our internal use and creating our own template. However, I did not find informations on the documentation or config file about the following problem : When a ticket enters into OTRS, depending on the queue it enters in, it gets a "Escalation time". Passed this escalation time, when an agents clicks on "queue view", he only sees the escalated ticket, and there is no possibility for him to see the other tickets in the other queues. The problem is that everyone sees the escalated tickets, and not only the ticket owner. Is there a way to bind escalation tickets only for the ticket owner and not for all agents ? I couldn't find how to set it, and I'm wondering if it is possible. Thanks for your help, Greetings Léonard Wauters.
Hi Leonard, On Tue, Aug 02, 2005 at 06:56:49PM +0200, Léonard Wauters wrote:
I am currently installing OTRS ver 1.3.2 at my office for internal use.
If you are still testing OTRS, better switch to the new 2.0 release ;). There very much nice new features ;).
When a ticket enters into OTRS, depending on the queue it enters in, it gets a "Escalation time". Passed this escalation time, when an agents clicks on "queue view", he only sees the escalated ticket, and there is no possibility for him to see the other tickets in the other queues.
Thats the meaning of escalated tickets :). If a escalation time is set for a queue, you want your agents to get along with older tickets. The escalation reminds them to finish older tickets first. If you don't want that behaviour for a queue, you should change your setup and implement a better queue structure.
The problem is that everyone sees the escalated tickets, and not only the ticket owner. Is there a way to bind escalation tickets only for the ticket owner and not for all agents ? I couldn't find how to set it, and I'm wondering if it is possible.
A ticket does not escalate, if its locked by an agent. If a ticket is unlocked and sorted into a queue where an escalation time is set, the system "thinks" that tickets older than the escalation time should get a higer priority and so it warns the agents. If a ticket is locket, the system "thinks" that someone knows about and proceds working on the ticket. So no warning is necesary. Best regards, Christian -- ((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
participants (2)
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Christian Schoepplein -
Léonard Wauters