Christian Schoepplein wrote:
On Thu, Apr 12, 2007 at 03:35:27PM -0700, Jo Rhett wrote:
In particular, why does escalation restart the counter when I have
already replied to the customer?
This was a wanted behaviour of OTRS versions <= 2.1.6. In later OTRS
versions escalation does only start if a customer sends a new ticket or
a followup. This behaviour is also described in the docu.
Where? I did specifically ask for where to find detailed documentation
of the escalation. Telling me "it's there" isn't a very useful response.
--
Jo Rhett
senior geek
Silicon Valley Colocation
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