Buice, David R wrote:
Hello Martin,
I, too, upgraded our version of OTRS from 1.3.x to 2.3.x and suddenly
had a lot of update time escalation messages. This escalation
functionality was added somewhere along the way that OTRS was maturing
between these versions.
The escalation occurs as a function between how many hours your business
is considered working and the Escalation - Update Time, in minutes,
that have been assigned to a given queue. When a ticket in the given
queue has not been updated, or closed, after the Escalation - Update
Time has passed, then the clock starts ticking and you get an
escalation notice which describes how much time has passed since the
ticket was supposed to have been updated.
Here's how to edit the first part of this functionality,
TimeWorkingHours:
1. Click on Admin on the top toolbar menu.
2. Click on SysConfig under the Misc column.
3. Type TimeWorkingHours in the Search for: box and click Search.
4. Click on Core::Time
5. Navigate to the bottom of the screen and put checks in the
appropriate boxes that will define the working hours for your business.
You can also add company holidays, vacations, etc. higher up on the
screen.
6. Click on Update in the lower right corner.
Now you need to edit the Escalation - Update Time for your queues:
1. Click on Admin on the top toolbar menu.
2. Click on Queue under the Queue Responses column.
3. Click on any one of your queues in the [Queue Management] column and
click the Change button.
4. Chances are there is a number in the Escalation - Update Time.
This is the number of minutes during working hours that a ticket in the
particular queue can go without some kind of update before an escalation
message is generated. Once that time expires you, and any other OTRS
agents at your work, will see escalation notices for the ticket. You
can adjust the number to your liking, or delete it and forget about it.
One cheat I discovered for getting rid of all the escalation messages
was to use phpMyAdmin to edit the database itself. Find the escalated
ticket in the ticket table and change the number for escalation_time
to zero.
I hope this information helps you.
Regards,
David Buice
Infrastructure Specialist/SDC-INT 2032653
ITIL Foundation Certified
EDS, an HP Company
PSIC Operations
7000 Chicago Rd.
Warren, MI 48092-1663
Mailstop 430-202-380
Tel: +01 586 575-4525
Fax: +01 586 575-0090
Mobile: +01 248 249-9122
E-mail: david.bu...@eds.com
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Hello again,
Thank you very much for your long response, it is very useful for me,
and have given me a better insight in the new features.
Although a question for your database hack; I wasn't able to locate the
escalation_time in the ticket table. However all similar rows,
escalation_response_time, escalation_solution_time and
escalation_start_time are already set to zero. Do you know where else I
may find the row that does the job?
Thank you.
Martin
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