Followup Escalation for Agent Only

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sameer615
OTRS newbie
Posts: 37
Joined: 16 Aug 2017, 11:26
OTRS Version?: OTRS 5
Real Name: sameer sardar
Company: ENS

Followup Escalation for Agent Only

Post by sameer615 » 05 Apr 2018, 16:08

Just like "Escalation - first response time" in queue

can we set response time on each followup from Agent only ?? but not from customer because in a OTRS "Escalation - update time "calculates both response either form customer or agent.

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