Hi, I have a question:
what is the meaning of this field in the escalation process: <OTRS_TICKET_EscalationDestinationIn> that I've found in admin console - notify By mail I received notifies like these: Escalated at: 2010-03-01 17:08:39 Escalated since: 48m After 20 minutes Escalated at: 2010-03-01 17:08:39 Escalated since: 28m After 20 minutes: Escalated at: 2010-03-01 17:08:39 Escalated since: 8m And after 20 miutes: Escalated at: 2010-03-01 17:08:39 Escalated since: 8m I know that my ticket is escalated at 17:08:39 but I don't understand the second line "Escalated since". Can I edit or change this one? In sysconfig admin console I haven't found how to. Thanks, Ale Alessandro d'Ambrosio Ufficio Approvvigionamenti e Assistenza Divisione Sistemi Informativi Via Giuseppe Colombo, 46 20133 Milano Tel 02503.15263 Fax 02503.15276
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