Escalation of Tickets

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keerthi
OTRS expert
Posts: 55
Joined: 24 Feb 2015, 06:39
OTRS Version?: OTRS3.3.5

Escalation of Tickets

Post by keerthi » 24 Mar 2015, 11:49

[img]Hi,

The Tickets which i have created by OTRS is going to "Open Tickets" section and they are not escalating,
and the tickets which sent (by the mail addess like my mail id or gmail etc etc) from the outside going to "new tickets" section and they are escalating
but i want both new and open tickets should escalate.


Thank u...[/img]

crythias
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Joined: 04 May 2010, 18:38
OTRS Version?: 5.0.x
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Re: Escalation of Tickets

Post by crythias » 24 Mar 2015, 15:44

They will escalate based upon the queue or service they're in. Service wins if it exists.
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