On Thu, Apr 12, 2007 at 03:31:46PM -0700, 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?
Lock it and set it to a pending* state. >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? RTFM :): http://doc.otrs.org/2.1/en/html/x1409.html#genericagent-job-for-escalated-tickets >Jo Rhett -- 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
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