m schrieb:
After a ticket is marked "Answered" when responding to it, the Escalation
status changes to "none - answered". I want to reset the Escalation time to
zero and start the clock on escalation again -- to make certain that tickets
are being updated and watched.
The escalation time is counte
> From: Robert Kehl <[EMAIL PROTECTED]>
> Reply-To: "User questions and discussions about OTRS."
> Date: Thu, 27 Jan 2005 12:14:10 +0100
> To: "User questions and discussions about OTRS."
> Subject: Re: [otrs] what variable do I use?
>
> m
From: Robert Kehl [mailto:[EMAIL PROTECTED]
Sent: Thursday, January 27, 2005 6:14 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] what variable do I use?
m schrieb:
> 1.) Could this be done via the web interface for GenericAgent? If so,
> where would I input the v
m schrieb:
1.) Could this be done via the web interface for GenericAgent? If so, where
would I input the variables to check for escalation and answered status?
And then, how do I change them in the ticket?
> 2.) What are the variables I need to check and change if I need to edit
> GenericAgent.pm?
I want to reset the escalation time on tickets after they are answered, such
that, when a ticket is answered, the escalation timer will restart based on
the escalation time for whatever queue has the ticket.
Once the ticket escalates, I already move the ticket to a new queue. I also
want to reset
