> From: Robert Kehl <[EMAIL PROTECTED]> > Reply-To: "User questions and discussions about OTRS." <[email protected]> > Date: Thu, 27 Jan 2005 12:14:10 +0100 > To: "User questions and discussions about OTRS." <[email protected]> > Subject: Re: [otrs] what variable do I use? > > m schrieb: >> 1.) Could this be done via the web interface for GenericAgent? If so, where >> would I input the variables to check for escalation and answered status? >> And then, how do I change them in the ticket? >> 2.) What are the variables I need to check and change if I need to edit >> GenericAgent.pm? > > The 'Answered' state is set when a customer adds something you have to > answer, such as an email arriving or a customer message added in > customer.pl. Standard OTRS does not implement a function to actually > reset the 'Answered' state. I believe this to be by design. > > See http://wiki.robertkehl.de/?PatchGAAnswered for what you want - a > patch to GenericAgent to allow setting the 'Answered' State. There has > been a discussion on how to implement this recently on this list.
Obviously, then, I phrased my question wrong. After a ticket is marked "Answered" when responding to it, the Escalation status changes to "none - answered". I want to reset the Escalation time to zero and start the clock on escalation again -- to make certain that tickets are being updated and watched. M. _______________________________________________ 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/
