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.
The escalation time is counted for tickets that are unlocked and not in the state of having 'Answered' set to '1'. Thus, to let escalation occur, you need to set the 'Answered' state at least (and unlock them, of course).
hth,
Robert Kehl _______________________________________________ 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/
