You said: "Now I had closed the tickets, their state is new and closed successful." Pick one. They cannot be both. If new, escalation applies. If closed successful, (and unlocked?) no escalation should apply.
On Fri, Mar 15, 2013 at 2:43 AM, Darshak Modi <darshak.m...@elitecore.com>wrote: > I understand New means when ticket comes the state is New.**** > > Closed Successful means closed by agent/customer. **** > > ** ** > > But Once ticket is Closed, there should not be escalation notifications > coming to agent.**** > > ** ** > > ** ** > > ** ** > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* 15 March 2013 PM 12:12 > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Ticket Escalation**** > > ** ** > > New and closed successful are mutually exclusive states. **** > > On Mar 15, 2013 1:12 AM, "Darshak Modi" <darshak.m...@elitecore.com> > wrote:**** > > Hey guys,**** > > **** > > May be this a silly question, but I am evaluating OTRS and I am not > technical that strong.**** > > **** > > I have created demo tickets, with Queue based escalation, Now I had closed > the tickets, their state is new and closed successful.**** > > **** > > Still I am receiving escalation emails for those tickets? Is it correct > behaviour or some configuration mistake?**** > > **** > > **** > > > --------------------------------------------------------------------- > 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**** > > --------------------------------------------------------------------- > 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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