Buice, David R wrote: > Hello Martin, > > I, too, upgraded our version of OTRS from 1.3.x to 2.3.x and suddenly > had a lot of update time escalation messages. This escalation > functionality was added somewhere along the way that OTRS was maturing > between these versions. > > The escalation occurs as a function between how many hours your business > is considered working and the "Escalation - Update Time", in minutes, > that have been assigned to a given queue. When a ticket in the given > queue has not been updated, or closed, after the "Escalation - Update > Time" has passed, then the clock starts ticking and you get an > escalation notice which describes how much time has passed since the > ticket was supposed to have been updated. > > Here's how to edit the first part of this functionality, > TimeWorkingHours: > > 1. Click on "Admin" on the top toolbar menu. > 2. Click on "SysConfig" under the "Misc" column. > 3. Type "TimeWorkingHours" in the "Search for:" box and click "Search". > 4. Click on "Core::Time" > 5. Navigate to the bottom of the screen and put checks in the > appropriate boxes that will define the working hours for your business. > You can also add company holidays, vacations, etc. higher up on the > screen. > 6. Click on "Update" in the lower right corner. > > Now you need to edit the "Escalation - Update Time" for your queues: > > 1. Click on "Admin" on the top toolbar menu. > 2. Click on "Queue" under the "Queue & Responses" column. > 3. Click on any one of your queues in the [Queue Management] column and > click the "Change" button. > 4. Chances are there is a number in the "Escalation - Update Time". > This is the number of minutes during working hours that a ticket in the > particular queue can go without some kind of update before an escalation > message is generated. Once that time expires you, and any other OTRS > agents at your work, will see escalation notices for the ticket. You > can adjust the number to your liking, or delete it and forget about it. > > One cheat I discovered for getting rid of all the escalation messages > was to use phpMyAdmin to edit the database itself. Find the escalated > ticket in the "ticket" table and change the number for "escalation_time" > to zero. > > I hope this information helps you. > > Regards, > > > David Buice > Infrastructure Specialist/SDC-INT 2032653 > ITIL Foundation Certified > > EDS, an HP Company > > PSIC Operations > 7000 Chicago Rd. > Warren, MI 48092-1663 > Mailstop 430-202-380 > > Tel: +01 586 575-4525 > Fax: +01 586 575-0090 > Mobile: +01 248 249-9122 > E-mail: david.bu...@eds.com > > We deliver on our commitments > so you can deliver on yours. > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > Hello again,
Thank you very much for your long response, it is very useful for me, and have given me a better insight in the new features. Although a question for your database hack; I wasn't able to locate the "escalation_time" in the ticket table. However all similar rows, escalation_response_time, escalation_solution_time and escalation_start_time are already set to zero. Do you know where else I may find the row that does the job? Thank you. Martin --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
