In particular, why does escalation restart the counter when I have
already replied to the customer?
Escalation should be disabled upon reply, until the customer updates
the ticket.
On Apr 12, 2007, at 3:31 PM, Jo Rhett wrote:
I've read the existing documentation of escalation, and it really
doesn't describe enough of the process. Can someone clue me in here?
1. How can I prevent escalation of a ticket that doesn't need
attention?
2. How can we enable e-mail notification of escalation without
modifying the source code in a way which will be overwritten during
an upgrade?
--
Jo Rhett
senior geek
Silicon Valley Colocation
Support Phone: 408-400-0550
--
Jo Rhett
senior geek
Silicon Valley Colocation
Support Phone: 408-400-0550
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