On Thu, Apr 05, 2007 at 01:43:04PM -0400, Adriano Amaral wrote: >I've been doing some research on doing the ticket escalation process >based on the ticket priority, instead of the queue that holds the >ticket. Anyone has done this before ??
No, this is not possible at the moment, escalation can only be set by
queue. We can develope an extension what does what you like, it should
be not to heavy. Also the upcomming OTRS 2.2 might be intersting for
your issue. With OTRS 2.2, which first beta has been
released last week, it is possible to specify escalation based on
services and SLAs.
>Adriano Amaral
Regards,
Christian
--
((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg
Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
http://www.otrs.com/ :: Communication with success!
Geschäftsführer: André Mindermann, Martin Edenhofer
Handelsregister: HRB 9452 Bad Homburg
Steuernummer: 003/240/97521
signature.asc
Description: Digital signature
_______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/
