Hi, On 28.06.2010, at 13:46, Ruslan wrote:
> 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... Escalation is Escalation Pending is Pending There is no relationship between these both options … Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant [email protected] [email protected] http://webint.cryptonode.de / a Fractal project
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