Hi Letty, http://doc.otrs.org/2.4/en/html/x1184.html
"There are three escalation time settings at the queue level. For 'Escalation - First Response Time': if there is not added a customer interaction, either email-external or phone, to a new ticket before the time defined here expires, the ticket is escalated. Escalation - Update Time: If there is an article added, such as a follow-up via e-mail or the customer portal, the escalation update time is reset. If there is no customer contact, either email-external or phone, added to a ticket before the time defined here expires, the ticket is escalated. Escalation - Solution Time: If the ticket is not set to closed before the time defined here expires, the ticket is escalated. " -- Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Thu, Jan 14, 2010 at 8:23 AM, Namwoonde, Letty <namwoon...@telecom.na> wrote: > Hi all > > I would like to get a clear difference in the definition on the > escalation times. > - First response time > - Update time > - Solution time > > Thanks > > Regards > Letty --------------------------------------------------------------------- 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/
