On Mo, Apr 16, 2007 at 12:08:55 -0700, Jo Rhett wrote:
>>Christian Schoepplein wrote:
>>This behaviour is also described in the docu.
>
>I'd like to point out that the single and only page on escalation
>contains multiple statements which contradict both themselves and the
>observed behavior of t
Christian Schoepplein wrote:
This behaviour is also described in the docu.
I'd like to point out that the single and only page on escalation
contains multiple statements which contradict both themselves and the
observed behavior of the system.
"Thus a ticket only can escalate if it is not lo
Christian Schoepplein wrote:
On Thu, Apr 12, 2007 at 03:35:27PM -0700, Jo Rhett wrote:
In particular, why does escalation restart the counter when I have
already replied to the customer?
This was a wanted behaviour of OTRS versions <= 2.1.6. In later OTRS
versions escalation does only start
On Thu, Apr 12, 2007 at 03:35:27PM -0700, Jo Rhett wrote:
>In particular, why does escalation restart the counter when I have
>already replied to the customer?
This was a wanted behaviour of OTRS versions <= 2.1.6. In later OTRS
versions escalation does only start if a customer sends a new tick
In particular, why does escalation restart the counter when I have
already replied to the customer?
Escalation should be disabled upon reply, until the customer updates
the ticket.
On Apr 12, 2007, at 3:31 PM, Jo Rhett wrote:
I've read the existing documentation of escalation, and it really
