Hi Leonard, On Tue, Aug 02, 2005 at 06:56:49PM +0200, Léonard Wauters wrote: >I am currently installing OTRS ver 1.3.2 at my office for internal use.
If you are still testing OTRS, better switch to the new 2.0 release ;).
There very much nice new features ;).
>When a ticket enters into OTRS, depending on the queue it enters in, it
>gets a "Escalation time". Passed this escalation time, when an agents
>clicks on "queue view", he only sees the escalated ticket, and there is
>no possibility for him to see the other tickets in the other queues.
Thats the meaning of escalated tickets :). If a escalation time is set
for a queue, you want your agents to get along with older tickets. The
escalation reminds them to finish older tickets first. If you don't want
that behaviour for a queue, you should change your setup and implement a
better queue structure.
>The problem is that everyone sees the escalated tickets, and not only
>the ticket owner.
>Is there a way to bind escalation tickets only for the ticket owner and
>not for all agents ? I couldn't find how to set it, and I'm wondering if
>it is possible.
A ticket does not escalate, if its locked by an agent. If a ticket is
unlocked and sorted into a queue where an escalation time is set, the
system "thinks" that tickets older than the escalation time should get a
higer priority and so it warns the agents. If a ticket is locket, the
system "thinks" that someone knows about and proceds working on the
ticket. So no warning is necesary.
Best regards,
Christian
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