Hi All ,
It seems that if a ticket is escalated , and you move it into another
queue , the escalation is set back to zero.Is there a way to keep the
escalated time on a ticket , even if such a ticket is moved? Just want
to prevent agents from moving escalated tickets to circumvent the system?
P.S Will probably be asking lots of questions like these , as we are
implementing OTRS (great system btw!) the following 2 weeks :)
--
Regards ,
Danie Theron
Systems Administrator
Verpakt Management Services
email : [EMAIL PROTECTED]
tel : +2711 6020117
If you dislike change, you're going to dislike being irrelevant even more.
Experience is a wonderful thing. It enables you to recognis(z)e a
mistake when you make it again.
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