No. Whether the ticket is locked or not, escalation milestones still apply. Just because the ticket is locked doesn't mean that first response has been addressed until /unless the agent locks the ticket in conjunction with a reply to the customer. Neither does a lock comply with performing an update or solution. On Mar 27, 2014 9:59 PM, "Leah Kelly" <lke...@tenstreet.com> wrote:
> Hello, > > We just started using escalation rules to help us stay on top of client > emails. If one queue starts to get > behind, other agents can jump in and help. However, if an agent locks a > ticket, we don't want it to appear > in the list of escalated tickets. So my question - if a ticket is locked, > can I prevent it from being escalated? > > > --------------------------------------------------------------------- > 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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