sorry, donot create a ticket, create a queue...
Li
[EMAIL PROTECTED] schrieb am 30.09.2004 16:52:10:
>
> 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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