Solved issue with little bugfix http://bugs.otrs.org/show_bug.cgi?id=3158
On 28 июн, 22:24, Nils Leideck - ITSM <[email protected]> wrote: > 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 > > --------------------------------------------------------------------- > 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/ --------------------------------------------------------------------- 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/
