Pause Escalation when in specific queue

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retro2707
OTRS wizard
Posts: 131
Joined: 16 Apr 2014, 17:06
OTRS Version?: 6.0.12

Pause Escalation when in specific queue

Post by retro2707 » 15 Oct 2018, 17:06

Hi,

Kix4OTRS provided a great feature where you could pause the escalation time if you put the ticket in a specific queue. I see there is a feature addon that seems to do the same (Advanced escalations) But it is at platinum level and there is no way we can afford this.

Do you know if this feature of just pausing escalation if put in a specific state/queue is available with standard OTRS?

Thanks!

Brendan
Setup:
OTRS 6.0.12
Hosted on CentOS 7.4/ MySQL - MariaDB (5.5.60)

wurzel
OTRS guru
Posts: 2536
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: Pause Escalation when in specific queue

Post by wurzel » 15 Oct 2018, 19:59

Hi,

there are other addons for pending esacalations besides advanced escalations.

e.g. escalation suspend from vendor or other companies

Florian
    ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 9
    OTRS 6 Managed Silver

    -- Ich beantworte keine Forums-Fragen PN - No PN please

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    retro2707
    OTRS wizard
    Posts: 131
    Joined: 16 Apr 2014, 17:06
    OTRS Version?: 6.0.12

    Re: Pause Escalation when in specific queue

    Post by retro2707 » 16 Oct 2018, 11:47

    Thanks Florian,

    Do you have any links for other companies providing addons with that functionality? I just cant get my boss to pay for support from OTRS required to get the feature addons but if there was a one off cost for an addon that does the job they may stretch to that.

    Thanks for responding.

    Brendan
    Setup:
    OTRS 6.0.12
    Hosted on CentOS 7.4/ MySQL - MariaDB (5.5.60)

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