Search found 3 matches
- 08 May 2017, 17:33
- Forum: Help
- Topic: Ticket.pm modification Issue.
- Replies: 2
- Views: 1396
Re: Ticket.pm modification Issue.
No errors! I'm using OTRS 3.3.11
- 05 May 2017, 19:27
- Forum: Help
- Topic: Ticket.pm modification Issue.
- Replies: 2
- Views: 1396
Ticket.pm modification Issue.
Hi, I made a modification in Ticket.pm that allows me to use the queue calendar instead of the SLA calendar. Explaining: I work with some queues that use different calendars. So, when I move the ticket to another queue, the escalation_solution_time is recalculated. This modification works well, but ...
- 04 May 2017, 21:39
- Forum: Help
- Topic: How do I determine if SLA Calendar should be used or Queue Calendar should be used with just a ticket info?
- Replies: 3
- Views: 2309
Re: How do I determine if SLA Calendar should be used or Queue Calendar should be used with just a ticket info?
Hi, I think I have a solution. If you use SLA, OTRS will use the SLA calendar. We hope that when the calendar is not set up for SLA, OTRS uses the queue calendar. But this is not happening! This is because when you use SLA, the calendar precedence is SLA -> System. If you do not use SLA the calendar...