documentation of escalation?

I've read the existing documentation of escalation, and it really doesn't describe enough of the process. Can someone clue me in here? 1. How can I prevent escalation of a ticket that doesn't need attention? 2. How can we enable e-mail notification of escalation without modifying the source code in a way which will be overwritten during an upgrade? -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550

In particular, why does escalation restart the counter when I have already replied to the customer? Escalation should be disabled upon reply, until the customer updates the ticket. On Apr 12, 2007, at 3:31 PM, Jo Rhett wrote:
I've read the existing documentation of escalation, and it really doesn't describe enough of the process. Can someone clue me in here?
1. How can I prevent escalation of a ticket that doesn't need attention?
2. How can we enable e-mail notification of escalation without modifying the source code in a way which will be overwritten during an upgrade?
-- Jo Rhett senior geek
Silicon Valley Colocation Support Phone: 408-400-0550
-- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550

On Thu, Apr 12, 2007 at 03:35:27PM -0700, Jo Rhett wrote:
In particular, why does escalation restart the counter when I have already replied to the customer?
This was a wanted behaviour of OTRS versions <= 2.1.6. In later OTRS versions escalation does only start if a customer sends a new ticket or a followup. This behaviour is also described in the docu.
Escalation should be disabled upon reply, until the customer updates the ticket.
Yes, this is the case with the actual OTRS version :).
Jo Rhett
-- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521

Christian Schoepplein wrote:
On Thu, Apr 12, 2007 at 03:35:27PM -0700, Jo Rhett wrote:
In particular, why does escalation restart the counter when I have already replied to the customer?
This was a wanted behaviour of OTRS versions <= 2.1.6. In later OTRS versions escalation does only start if a customer sends a new ticket or a followup. This behaviour is also described in the docu.
Where? I did specifically ask for where to find detailed documentation of the escalation. Telling me "it's there" isn't a very useful response. -- Jo Rhett senior geek Silicon Valley Colocation

Christian Schoepplein wrote: This behaviour is also described in the docu.
I'd like to point out that the single and only page on escalation contains multiple statements which contradict both themselves and the observed behavior of the system. "Thus a ticket only can escalate if it is not locked and is in an open state. If the ticket is locked and not yet closed, the escalation time is counted down and the ticket escalates if the time value is zero." Huh? It can only escalate if it is unlocked. But if it is locked it will count down and escalate...? (the latter statement appears to be true, and the former statement false in practice) -- Jo Rhett senior geek Silicon Valley Colocation

On Mo, Apr 16, 2007 at 12:08:55 -0700, Jo Rhett wrote:
Christian Schoepplein wrote: This behaviour is also described in the docu.
I'd like to point out that the single and only page on escalation contains multiple statements which contradict both themselves and the observed behavior of the system.
"Thus a ticket only can escalate if it is not locked and is in an open state. If the ticket is locked and not yet closed, the escalation time is counted down and the ticket escalates if the time value is zero."
Huh? It can only escalate if it is unlocked. But if it is locked it will count down and escalate...? (the latter statement appears to be true, and the former statement false in practice)
Open a bug report for this issue on http://bugs.otrs.org please. We'll check the docu, with the bug report we won't forget it :).
Jo Rhett
-- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521

On Thu, Apr 12, 2007 at 03:31:46PM -0700, Jo Rhett wrote:
I've read the existing documentation of escalation, and it really doesn't describe enough of the process. Can someone clue me in here?
1. How can I prevent escalation of a ticket that doesn't need attention?
Lock it and set it to a pending* state.
2. How can we enable e-mail notification of escalation without modifying the source code in a way which will be overwritten during an upgrade?
RTFM :): http://doc.otrs.org/2.1/en/html/x1409.html#genericagent-job-for-escalated-ti...
Jo Rhett
-- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521

Christian Schoepplein wrote:
2. How can we enable e-mail notification of escalation without modifying the source code in a way which will be overwritten during an upgrade?
RTFM :):
http://doc.otrs.org/2.1/en/html/x1409.html#genericagent-job-for-escalated-ti...
Hm. Let's see, that page clearly describes how to EDIT THE CODE IN A WAY WHICH WILL BE OVERWRITTEN DURING THE NEXT UPGRADE. Want to read my question and try again? -- Jo Rhett senior geek Silicon Valley Colocation

On Mo, Apr 16, 2007 at 12:10:19 -0700, Jo Rhett wrote:
Christian Schoepplein wrote:
2. How can we enable e-mail notification of escalation without modifying the source code in a way which will be overwritten during an upgrade?
RTFM :):
http://doc.otrs.org/2.1/en/html/x1409.html#genericagent-job-for-escalated-ti...
Hm. Let's see, that page clearly describes how to EDIT THE CODE IN A WAY WHICH WILL BE OVERWRITTEN DURING THE NEXT UPGRADE.
Want to read my question and try again?
Kernel/Config/GenericAgent.pm is a config file, it won't be overwritten when a system is updated correctly .
Jo Rhett
-- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521
participants (2)
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Christian Schoepplein
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Jo Rhett