Dean Baldwin schrieb:
Is there anyway to calculate the amount of time has ticket has been in a
particular priority.
You will have to enter the source code to achieve this, or wait for the
Workflow mechanisms introduced in later OTRS releases (2.0?).
hth,
Robert Kehl
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Hi,
I have been using the GenericAgent.pm file to build specific escalations
based upon the time a ticket has been in the system using
TimeCreateTimeOlderMinutes.
This works well when a ticket arrives with a normal priority and is
escalated gradually up the priority list.
However, I require each
