Escalated tickets exceed milestone settings for SLA or Queue, if SLA does not apply. Reminder tickets are of state pending reminder.
Please indicate in your questions whether others are agents or customers. Pronouns are ambiguous and answers may be different depending on who needs what. Please clarify /expand on your last sentence. On Mar 22, 2014 3:25 AM, "Leah Kelly" <lke...@tenstreet.com> wrote: > My boss is wondering what the difference between escalated and reminder > tickets are. > Good question in my book, cause I neither know how to use them. > > For example, one queue is really saturated. Can we find a way to indicate > to others > that this person needs help and is (in turn) doing more work actually? > > I've read about escalated and reminder tickets but, how do I use them > across the board? > > I would like a notification to go out if somebody is out of office and > their tickets > are going completely ignored. > > --------------------------------------------------------------------- > 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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