How to enforce closing of escalated tickets?

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hkais
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How to enforce closing of escalated tickets?

Post by hkais »

it is long ago and I cannot find my previous messages for it anymore. Afaik it was answered here about 15y ago....

Is there a way to enforce a processing of escalated tickets?

Afaik in one of the older OTRS versions, where was a way to enable a special dialog which pops up, if the user has any escalated ticket.
The user could not go on until he/she has not processed the escalated tickets.
How is this feature called and how can I reactivate it?
Any documentation for it?
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skullz
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Re: How to enforce closing of escalated tickets?

Post by skullz »

I dont think its ever exist..
Perhaps addon or custom module. Something like https://github.com/znuny/Znuny/blob/dev ... usiness.pm

Check for escalated ticket, if exist force to escalation screen or ticket zoom screen
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Re: How to enforce closing of escalated tickets?

Post by root »

Hi,

There is one setting what does not force the agent but might be annoying enough:

Frontend::NotifyModule###5000-Ticket::TicketEscalation

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hkais
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Re: How to enforce closing of escalated tickets?

Post by hkais »

root wrote: 22 Aug 2021, 12:48 There is one setting what does not force the agent but might be annoying enough:

Frontend::NotifyModule###5000-Ticket::TicketEscalation
Hi root,

thx for the config point. Sadly I do not see any difference on Dashboard after activating.
How shall the dialog look like?

I see if I click on Tickets, that I see now tons of red bars for escalated tickets.
If I remember well, there was a dialog ontop of Dashboard, which disabled the user to do anything else, as doing the escalated Tickets before being able to go on
Last edited by hkais on 23 Aug 2021, 13:00, edited 1 time in total.
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jojo
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Re: How to enforce closing of escalated tickets?

Post by jojo »

This behaviour was removed years ago
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hkais
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Re: How to enforce closing of escalated tickets?

Post by hkais »

jojo wrote: 23 Aug 2021, 08:28 This behaviour was removed years ago
okay so it was there, got it.
Any idea how to enable such a feature to ensure the escalated tickets get processed, beside of having it by human organization?
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hkais
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Re: How to enforce closing of escalated tickets?

Post by hkais »

skullz wrote: 22 Aug 2021, 12:38 I dont think its ever exist..
it looks like it existed in a early otrs 1.x or 2.x. But it was removed as of Roy's statement
skullz wrote: 22 Aug 2021, 12:38 Perhaps addon or custom module. Something like https://github.com/znuny/Znuny/blob/dev ... usiness.pm

Check for escalated ticket, if exist force to escalation screen or ticket zoom screen
Thank you for pointing to the code. I am not getting it
How to enable it, and what will happen after enabling?
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skullz
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Re: How to enforce closing of escalated tickets?

Post by skullz »

So its was there...
The code that i point out just an example though..
For sure, have to write custom module..

Update: i have taken this as a pet / side project. check my github..
Feel free to improve them
Last edited by skullz on 24 Aug 2021, 06:18, edited 1 time in total.
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Re: How to enforce closing of escalated tickets?

Post by zzz »

hkais wrote: 23 Aug 2021, 10:19 Thank you for pointing to the code. I am not getting it
How to enable it, and what will happen after enabling?
Skullz was just pointing out an example on how a notification would look like. You'd still have to create it yourself (it's nothing you can just enable).
With such a notification, you could either just show all escalated tickets or lock an agent to work on escalated tickets first.

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