Escalation after re-opened by customer

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jakecovert
Znuny newbie
Posts: 13
Joined: 17 Aug 2018, 12:35
Znuny Version: 6.0.28
Real Name: Jake Covert
Company: Woodward Pet Sitting

Escalation after re-opened by customer

Post by jakecovert »

Good morning.

I have a ticket escalation question. I have my queue set to 1400 minute follow up.

When I have an older, closed successful, ticket get re-opened by a customer replying back (which is cool), for some reason, it automatically is escalated.

Is there anyway to set the "EscalationUpdateTimeStart" to be when the ticket is re-opened, rather than just when it was "first" created?

Let me know if this doesn't make sense.

Kind Regards,

-Jake
OTRS 6 / Ubuntu 20.04 LTS / apache2 / MySQL 5.7
wurzel
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Joined: 08 Jul 2010, 22:25
Znuny Version: x.x.x
Real Name: Florian

Re: Escalation after re-opened by customer

Post by wurzel »

Hi,

you need commercial addons for this. The ((OTRS)) Community Edition does not provide this kind of escalation.

regards
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11

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jakecovert
Znuny newbie
Posts: 13
Joined: 17 Aug 2018, 12:35
Znuny Version: 6.0.28
Real Name: Jake Covert
Company: Woodward Pet Sitting

Re: Escalation after re-opened by customer

Post by jakecovert »

Florian,

Thank you for the reply.

Can I ask if this is by design? The point behind escalations is to make agents aware of when tickets haven't received the necessary attention. But when a ticket is re-opened, shouldn't some amount of time elapse, *before* escalation (or re-escalation) occurs? Just thinking out loud here...

Are you familiar with any commercial modules that might support this functionality?

Kind Regards,

- Jake
OTRS 6 / Ubuntu 20.04 LTS / apache2 / MySQL 5.7
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