There a couple of ways to stop escalations from messing up modified dates and times that I can think of off the top of my head.
One requires your to and "AND $USER$ != "AR_ESCA LATOR" to the modifying Filters. Escalations always use a userid of "AR_ESCALATOR" The other is the change the fields Disable Change Flag to to True. This will only allow wanted field oriented changes and not other changes. Gordon ----- Original Message ----- From: "Rajesh Nair" <[email protected]> To: [email protected] Sent: Wednesday, October 31, 2012 2:02:27 PM Subject: Ar escalator modifying estimated resolution time ** Hello listers Have a slight suitation with me. Have a couple of tickets wherein ar escalator modifies the time for estimated resolution time every time a ticket is modified be it status update or assinment to another group. The sla is the same. Ar escalator set a new time and then again after a couple of sec or a min it comes back to the original time and than it is set to blank. I am ok with being blank. One thing i can see is in the sla alllow sevice target to reopen is set to yes. Tried replicating this with another ticket all the process but it behaved normal Is it a wag o find out why and how is this occurs? Arsystem 7.1 patch 5 on unix _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
