Hi,
zedenator schrieb:
Hi all,
I'm having a problem with OTRS and ticket escalation, wonder if you can
help.
Our OTRS is used by several people. Whenever I log in there are almost
always some escalated tickets. This is because some of the users are
very bad at dealing with tickets. Because of these escalated tickets I
cant see the queues ("Please answer this ticket(s) to get back to the
normal queue view!"). If I go through each of the escalated tickets
and lock them I can then see the queues, but its a hassle and if I
forget to unlock them afterwards I get a rush of 'ticked timedout'
emails.
This isn't the end of the world, but it would be really nice if the
user only saw escalated tickets that belonged to them (where they are
the Owner). Is this is something OTRS can support? Or is there a
better way to handle things?
With GenericAgent, you can search for escalated tickets. Perhaps you can
* do a automatic lock on the ticket so the "bad" agent has to work on it
again.
* move the escalated ticket to a temporary queue where they don't escalate.
But these are all no real solutions. The real problem are the agents not
working proper. Think of how you can change their behaviour!
Thanks
Bye, Alex
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