That's weird. Just clicked around and I can't find anywhere obvious that the escalation can be set (postmaster filter or generic agent can't do it, it seems).
What does the history of the ticket say? From: [email protected] [mailto:[email protected]] On Behalf Of Magic Boiz Sent: Friday, December 17, 2010 12:42 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Solution Time of Tickets There we have set "Escalation - Solution Time: 0" in all queues. So, why the 72h? On Fri, Dec 17, 2010 at 12:20 PM, Lars Jørgensen <[email protected]<mailto:[email protected]>> wrote: Admin -> Queues From: [email protected]<mailto:[email protected]> [mailto:[email protected]<mailto:[email protected]>] On Behalf Of Magic Boiz Sent: Friday, December 17, 2010 10:55 AM To: [email protected]<mailto:[email protected]> Subject: [otrs] Solution Time of Tickets Hi everyone!! I have a simple question: how can a modify the "Solution Time" of a Ticket. It's always set to 72h!!. When I create an email/phone ticket, the "Due Time" is set to 72h+current date. If a ticket is created automatically after a customer email, the Ticket also has a Solution Time of 72+current date...... Also, the SLAs don't affect to Solution Time...... so, how can I manage the Solution Time??? Thx in advance and have a nice weekend! --------------------------------------------------------------------- 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
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