Hi, I would like to know the exact escalation-mechanismn since v2.2.
When are the timeouts for * ticket unlock * first response to customer * update to customer * response-time reset, when do they stop? What happens with the current timeout in case of * a queue-change with different timeouts within the new queue? * a follow-up? What happens if a timeout is reached?Only a red warning in the agent-gui or is it possible to sent a mail-notification?
Can you analyse (stats) how many tickets were worked on within time?I'm looking for a really exact and complete answer to these questions since only then, I want to use the new escalation-mechanismn in productive environment. I didn't find answers for this in the official docs. I think the sub Kernel::System::Ticket::TicketEscalationState is the key to these answers...
Any help appriciated. Bye, Alex
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