Escalation only if nothing has happend to the ticket

poncho · Post by **poncho** » 24 Aug 2018, 15:32

If I'm understanding the escalation options correctly, the first escalation starts if there is no answer to the ticket. But is it possible to start an escalation only if there was no progress to the ticket. If the agent adds a note or the ticket is a process ticket and the activity has changed, then the escalation should not start. Is this possible somehow?

wurzel · Post by **wurzel** » 24 Aug 2018, 23:16

Hi,

not with ((OTRS)) Community Edition. You need additional (commercial) Addons.

regards
Florian

Znuny and ((OTRS)) Community Edition

Escalation only if nothing has happend to the ticket

Escalation only if nothing has happend to the ticket

Re: Escalation only if nothing has happend to the ticket