Escalation of Tickets

Moderator: crythias

Post Reply
OTRS newbie
Posts: 55
Joined: 24 Feb 2015, 06:39
OTRS Version?: OTRS3.3.5

Escalation of Tickets

Post by keerthi »


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]

Posts: 10121
Joined: 04 May 2010, 18:38
OTRS Version?: 5.0.x
Location: SouthWest Florida, USA

Re: Escalation of Tickets

Post by crythias »

They will escalate based upon the queue or service they're in. Service wins if it exists.
OTRS 5.0.x (private/testing/public) on Linux with MySQL database. Also on github.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask

Post Reply