from the begining of the Ticket, the Solution Time is set to 72h. I don't know why....and also, I don't know how to change that value after the Ticket is created.....
very strange that a Ticket System don't let agents to change Solution Times..... On Fri, Dec 17, 2010 at 12:50 PM, Lars Jørgensen <[email protected]> wrote: > 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]> > wrote: > > Admin -> Queues > > > > *From:* [email protected] [mailto:[email protected]] *On Behalf Of > *Magic Boiz > *Sent:* Friday, December 17, 2010 10:55 AM > *To:* [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 > > > > --------------------------------------------------------------------- > 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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