Escalation only if nothing has happend to the ticket
Moderator: crythias
Escalation only if nothing has happend to the ticket
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?
Re: Escalation only if nothing has happend to the ticket
Hi,
not with ((OTRS)) Community Edition. You need additional (commercial) Addons.
regards
Florian
not with ((OTRS)) Community Edition. You need additional (commercial) Addons.
regards
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.