Escalation after re-opened by customer

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jakecovert
OTRS newbie
Posts: 8
Joined: 17 Aug 2018, 12:35
OTRS Version?: 6.0.10
Real Name: Jake Covert
Company: Woodward Pet Sitting

Escalation after re-opened by customer

Post by jakecovert » 12 Sep 2018, 18:35

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 16.04 LTS / apache2 / MySQL 5.7

wurzel
OTRS guru
Posts: 2478
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: Escalation after re-opened by customer

Post by wurzel » 12 Sep 2018, 18:42

Hi,

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

regards
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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    User avatar
    jakecovert
    OTRS newbie
    Posts: 8
    Joined: 17 Aug 2018, 12:35
    OTRS Version?: 6.0.10
    Real Name: Jake Covert
    Company: Woodward Pet Sitting

    Re: Escalation after re-opened by customer

    Post by jakecovert » 13 Sep 2018, 14:02

    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 16.04 LTS / apache2 / MySQL 5.7

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