why do you ignore the ticket, close it instead if you see there can be no answer (if the message contains only `thank you for help` for example).
N. Thursday, October 28, 2004, 4:22:36 PM, you wrote: PM> We're seeing tickets needlessly escalate. Example, an agent replies to a PM> ticket. The customer then responds. Agent doesn't have any new information PM> or any need to reply so ignores the ticket. Ticket soon escalates and PM> blocks all other agents' (who are monitoring the same queue) 'QueueView' PM> display with a ticket that need not have escalated. PM> Basically, we ONLY want to have unanswered tickets escalate. The lock PM> timeout will nag the agent who has been assigned a ticket to follow up with PM> the user. PM> Am I incorrect in any of the logical flow in my statements? PM> Thanks VERY much for digging through the code, Tyler! It's far more detail PM> than I could ever have hoped to dig up! PM> - Pete McDonnell PM> Manager, Technical Services PM> Hip Interactive >> -----Original Message----- >> From: Gerold Gruber [mailto:[EMAIL PROTECTED] >> Sent: Thursday, October 28, 2004 5:49 AM >> To: User questions and discussions about OTRS. >> Subject: Re: [otrs] Set default of "Answered?" to Yes? >> >> Daniel Balan wrote: >> >> > It is true that this Yes or No doesn't affect the system search or >> > stats, but what is its purpose? >> In dependence of the related queue setting unanswered tickets >> are unlocked (taken away from agent) and go back to the queue >> where another agent could deal with them. >> > I do not think that OTRS team implemented something without >> a reason. >> > Unfortunately the documentation doesn't include any >> references to this >> > issue. >> > >> > Cheers, >> > Daniel >> Hth >> >> Gerold >> > >> > >> >>-----Original Message----- >> >>From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] >> On Behalf Of >> > >> > Tyler >> > >> >>Hepworth >> >>Sent: Thursday, October 28, 2004 2:16 AM >> >>To: User questions and discussions about OTRS. >> >>Subject: Re: [otrs] Set default of "Answered?" to Yes? >> >> >> >>One question. Why does it matter what "Is Ticket Answered" >> is set to? >> >> I have not found anywhere in the system that reports on that >> >>statistic. I can't search for tickets with that state, and >> it doesn't >> >>affect whether I can close a ticket or not. That all works >> >>independently of that value. So, what is the big deal? >> Just curious. >> >> >> >>Tyler Hepworth >> >> >> _______________________________________________ >> 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 >> Support oder Consulting f�r Ihr OTRS System? >> => http://www.otrs.de/ >> PM> _______________________________________________ PM> OTRS mailing list: otrs - Webpage: http://otrs.org/ PM> Archive: http://lists.otrs.org/pipermail/otrs PM> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs PM> Support oder Consulting f�r Ihr OTRS System? _______________________________________________ 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 Support oder Consulting f�r Ihr OTRS System? => http://www.otrs.de/
