Hello everyone i'm got little issue with escalation of tickets with "Pending reminder" status. In my default queue we have the following settings: Escalation - First Response Time: 45 min Escalation - Update Time: 90 min Escalation - Solution Time: 180 min
When agent creating ticket new PhoneTicket. With status "pending reminder" Next State: "Next day" and set's "Owner" himself. We have a new ticket in queue with status "Pending reminder" Ticket Locked on agent created this ticket. Pending date - next day after creation (week, month, etc.... it's never mind ) But escalation time starts running immediately! and by 3 hours we get notification about Ticket escalation... --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
