Hi Jorick,
we tried the following as a workaround:
Create a ticket named EskalatedTickets, give it no eskalation time and move the tickets that could not be solved at once into that queue. Not really nice but working.....
Li
[EMAIL PROTECTED] schrieb am 30.09.2004 15:42:19:
>
> We'd like to use the escalation feature of OTRS but currently the
> feature prevents our agents from viewing the queue's when there are
> escalated tickets. What we would like to have is the escalation with
> all the unanswered tickets displayed prominently when logging in,
> but also a way to access the queue's normally after that. Sometimes
> an answer just has to wait longer than the escalation time in our enviroment.
>
> Regards,
>
> Jorick Astrego
> IBM Certified System Administrator - Lotus Notes and Domino
>
> Quality On-Line®
> Hengelosestraat 501
> P.O. Box 1414
> NL-7500 BK Enschede
> the Netherlands
> Phone +31 53 4809090
> Fax +31 53 4342040
> Internet http://www.qualityonline.com
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