switch off escalation for ticket

[mareks]

Hello,
is there any possibility how can I switch off escalation for ticket? I know that I will wait for response from customer and I dont want to get escalation in this time...

Thanks ...

[MCCoolMoDAue]

the escalation can be defined in the queue.
is can also be defined in the SLA, if that is used.

But first check your queue

[reneeb]

Disable the daemon task that sends the escalation notifications in the sysconfig and restart the daemon.

[mareks]

sorry, maybe I didn't explain the problem properly. I don't want to switch off all of escalation in queue or in general in OTRS. I want to switch off escalation only for one (or more) ticket in queue.

Typical case is what I desribed in firs topic - I know that customer will be out of office for two weeks and I dont want to get escalation, but for other tickets escalation is without changes.

[alexus]

It's not possible. But you can move ticket in a queue named i.e. "Waiting for reply" without escalations.

[mareks]

Thanks for advice, I thought that there isn't solution... I will use "waiting" queue

[reneeb]

There are addons to stop an escalation for specific ticket states... There is one from Znuny and from xxx..