Hi,
Alexander Scholler schrieb:
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.
Noone any ideas?
Sorry, I'm a bit confused. There's a really good feature extension since
v2.2, but noone can tell exactly how it works. Unfortunatly, the otrs
develeopes even didn't and don't explain it.
So, when I have free time, I'll try to find it out and the tell it the
community.
Still, every hint is appriciated.
Bye, Alex
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