Good day,
Somethimes I have tickets that take to long.
Agents keep on logging time on it and handle the ticket wrong.
They know they should escalate when a ticket has too many minutes, but they tend to forget
Can I make Znuny notify someone when a ticket has too many minutes logged on it?
Or can I use an ACL when a ticket has too much time to "lock" it?
How do/would you handle something like this?
Lock or escallate tickets based on logged time. (How to handle?)
Moderator: crythias
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Re: Lock or escallate tickets based on logged time. (How to handle?)
Hi,
train your agents. I see no other option.
Mabe use warning time on your escalations.
But the more info agents get, the more likely they filter these messages.
Make rules, make them to be aware about penalties...
Flo
train your agents. I see no other option.
Mabe use warning time on your escalations.
But the more info agents get, the more likely they filter these messages.
Make rules, make them to be aware about penalties...
Flo
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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.
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Re: Lock or escallate tickets based on logged time. (How to handle?)
Hi Flo,
Unfortunatly, not every customer is the same.
Notes exist ofcourse, but they are not perfect. ( a plugin existed to show notifications on contacts or customers, but it's not perfect ).
Unfortunatly, not every customer is the same.
Notes exist ofcourse, but they are not perfect. ( a plugin existed to show notifications on contacts or customers, but it's not perfect ).
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Re: Lock or escallate tickets based on logged time. (How to handle?)
Use Service SLA / Queue based escalation..finalbeta2 wrote: ↑25 Oct 2023, 17:01 Good day,
Can I make Znuny notify someone when a ticket has too many minutes logged on it?
You can predefined how many minutes expected for the the agent to respond / update / solution the ticket.
Then, setup the escalation notification (Admin > Ticket Notification).
By default, there should be default ticket escalation notification there.
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