On Friday, July 23, 2004 7:55 PM
Marshall28 <[EMAIL PROTECTED]> wrote:
> When is the escalation time on a ticket reset? Is this when a user
> takes ownership or the owner views(zooms) the ticket? What has to be
> triggered for a tickets escalation time to be reset?
This time is never reset, but calculated on the fly, taking into regard
all tickets which aren't in the state of Answered and aren't locked.
hth,
Robert Kehl
--
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