Hi, zedenator schrieb:

Hi all,

I'm having a problem with OTRS and ticket escalation, wonder if you can help.

Our OTRS is used by several people. Whenever I log in there are almost always some escalated tickets. This is because some of the users are very bad at dealing with tickets. Because of these escalated tickets I cant see the queues ("Please answer this ticket(s) to get back to the normal queue view!"). If I go through each of the escalated tickets and lock them I can then see the queues, but its a hassle and if I forget to unlock them afterwards I get a rush of 'ticked timedout' emails.

This isn't the end of the world, but it would be really nice if the user only saw escalated tickets that belonged to them (where they are the Owner). Is this is something OTRS can support? Or is there a better way to handle things?

With GenericAgent, you can search for escalated tickets. Perhaps you can * do a automatic lock on the ticket so the "bad" agent has to work on it again. * move the escalated ticket to a temporary queue where they don't escalate. But these are all no real solutions. The real problem are the agents not working proper. Think of how you can change their behaviour!

Thanks

Bye, Alex