If a ticket HAS an escalation SLA, it should be impossible to circumvent the escalation without a update to the ticket saying why and who authorized the exception. One simple way to work with that: create a script that can be run to update the ticket via email. That should reset the counter and document who's responsible for the SLA exception.
> On Mar 28, 2014, at 7:26 PM, "Leah Kelly" <lke...@tenstreet.com> wrote: > > We have a set up to where a ticket that has gone 60 minutes or over without a > response is escalated. > Once an action item is made, the time is supposed to reset, but it seems to > be keeping the tickets in > escalated view regardless. > > I am looking for a different way to say ‘I am working on this ticket’ - one > that actually keeps it out > of escalation and one that preferably doesn’t involve opening the ticket > first. > > --------------------------------------------------------------------- > 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
