If you're going to use note-external, why not simply reply? (if it's because "not the locked owner" can't reply, you might want to enable the "responsible" feature so there are two eligible agents to reply) .
On Wed, Mar 30, 2011 at 12:51 PM, Paul Taylor <pcs...@gmail.com> wrote: > Anyone know a way to extend the escalation update time when you add a > note-internal or note-external? > > It appears the only two ways to update escalation update time is either use > email-external or phone. I'd like to add note-internal and note-external. > > > >From OTRS: > Escalation - update time (minutes): > If there is an article added, such as a follow-up via email 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. > > Thanks, > Paul > > --------------------------------------------------------------------- > 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 >
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