Hi all, Can you please help, I have set up some escalation times against each queue and have noticed that the call is displayed in 'Escalated Tickets' on the dashboard even if they have been set to 'Pending Auto Close'. The settings I changed were: Is there any way to show only the 'Open' or 'New' tickets in 'Escalated Tickets' view? Thank you for your help. Rosanna
Yes
On 4/7/10, Marretta, Rosanna
Hi all,
Can you please help, I have set up some escalation times against each queue and have noticed that the call is displayed in 'Escalated Tickets' on the dashboard even if they have been set to 'Pending Auto Close'. The settings I changed were:
Is there any way to show only the 'Open' or 'New' tickets in 'Escalated Tickets' view?
Thank you for your help.
Rosanna
-- Sent from my mobile device Jeffery ___ /\__\ "What is the world coming to?" \/__/
Hi Jeffrey,
Thank you for your input, but would you mind telling me to set this
please?
Thank you,
Rosanna
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Jeffery
Sent: 07 April 2010 11:14
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Escalation
Yes
On 4/7/10, Marretta, Rosanna
Hi all,
Can you please help, I have set up some escalation times against each queue and have noticed that the call is displayed in 'Escalated Tickets' on the dashboard even if they have been set to 'Pending Auto Close'. The settings I changed were:
Is there any way to show only the 'Open' or 'New' tickets in 'Escalated Tickets' view?
Thank you for your help.
Rosanna
-- Sent from my mobile device Jeffery ___ /\__\ "What is the world coming to?" \/__/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Hello All, Are you able to help me please with the below, can you please show me what I need to change in order to get the escalated tickets showing only Open and New, rather than Pending Auto Close. Thank you very much, Rosanna From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marretta, Rosanna Sent: 07 April 2010 09:43 To: User questions and discussions about OTRS. Subject: [otrs] Escalation Hi all, Can you please help, I have set up some escalation times against each queue and have noticed that the call is displayed in 'Escalated Tickets' on the dashboard even if they have been set to 'Pending Auto Close'. The settings I changed were: Is there any way to show only the 'Open' or 'New' tickets in 'Escalated Tickets' view? Thank you for your help. Rosanna
Hi, Rosanna, as far as I know, the ticket in Pending Auto Reminder states never escalates. So if you have a ticket in Pending auto close and the ticket was not escalated when you changed the state, it shouldn't escalate. If the ticket was escalated, you have to clear escalation first by sending any type of communication to the customer (email, phone call). Regards, Anton. 07.04.2010 12:43, Marretta, Rosanna ?????:
Hi all,
Can you please help, I have set up some escalation times against each queue and have noticed that the call is displayed in 'Escalated Tickets' on the dashboard even if they have been set to 'Pending Auto Close'. The settings I changed were:
Is there any way to show only the 'Open' or 'New' tickets in 'Escalated Tickets' view?
Thank you for your help.
Rosanna
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participants (3)
-
Anton Gubar'kov -
Jeffery -
Marretta, Rosanna