Alexander Scholler <[EMAIL PROTECTED]> Informationstechnik / AfOuI VZA / Zimmer 631, Durchwahl -4451
Adriano Amaral schrieb: > Hi folks, > > While tweaking the queues hierachy to suit my needs, I've started > testing the escalation process. The problem I'm having is the way this > is done. If I understood correctly, the escalation is done by the time > set on the queues. So once the time spam is passed, it should escalate.. > Also I have to create a GenericAgent task to notify the folks about the > escalation event as well as to move the tickets to the next queue on the > escalation process. > Here is my problem: I want to move all the open tickets not yet locked > by an agent using a 15 minutes interval on some queues. Also I've > thought the escalation process would move the ticket to the parent queue > without creating a task. Am I on the left filed on this. Escalation does not change the queue the escalated ticket belongs to. You have to do this yourself e.g. with a generic agent job. For example, see job 'move escalation ticket to experts and execute CMD' in Kernel/Config/GenericAgent.pm.examples an modify it for your needs. > > ITOH nothing about the way escalation works was found on the doc's. > Could you guys point me on the right direction .. > > > TIA Bye, Alex _______________________________________________ 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/
