As the issues we are dealing with are sometimes long-termish, we do not care about times (first response time, update time, solution time...) and we do not use SLA.
But... we would like to use the dashboard panel for escalated tickets and notify some customers relationship managers about escalated tickets.
Is there a way to escalate manually ? By changing the state, priority or other ticket's properties ? I would like to send a notification on manual escalation, is it possible ?
Manual escalation
Moderator: crythias
-
- Znuny newbie
- Posts: 70
- Joined: 08 Jan 2015, 17:01
- Znuny Version: 5.0.10
- Real Name: Egareg JAOUEN
- Company: Elitt
Manual escalation
OTRS v5.0.10 on Fedora25 with posgreSQL 9.4.9 database
-
- Znuny superhero
- Posts: 629
- Joined: 24 Feb 2012, 03:58
- Znuny Version: LTS and Features
- Real Name: Mo Azfar
- Location: Kuala Lumpur, MY
- Contact:
Re: Manual escalation
I guess your side determine escalate as 'ticket new/open more than X days' ?
System Configuration > DashboardBackend###0110-TicketEscalation
at the Attributes
save and deploy the config.
This will use existing ticket escalation dashboard to list ticket new/open (older than 144000 minutes or 100 days)..depend on what you want.
System Configuration > DashboardBackend###0110-TicketEscalation
at the Attributes
Code: Select all
StateType=open;StateType=new;TicketCreateTimeOlderMinutes=144000;
This will use existing ticket escalation dashboard to list ticket new/open (older than 144000 minutes or 100 days)..depend on what you want.
My Github
OTRS CE/LTS Discord Channel
Cant Update Package Anymore ? Check This
Professional OTRS, Znuny & OTOBO services: efflux.de/en
Free and premium add-ons: English
OTRS CE/LTS Discord Channel
Cant Update Package Anymore ? Check This
Professional OTRS, Znuny & OTOBO services: efflux.de/en
Free and premium add-ons: English
-
- Znuny newbie
- Posts: 70
- Joined: 08 Jan 2015, 17:01
- Znuny Version: 5.0.10
- Real Name: Egareg JAOUEN
- Company: Elitt
Re: Manual escalation
Thanks for the answer, but it is not as easy.
We would like to escalate a ticket when we have already sent n emails to customer and haven't yet receive a correct answer (that means we could have received an email from the customer side but the answer is not correct).
We would also like to escalate a ticket when the issue is really widespread and can block or affect many customers.
How can we do that ?
We would like to escalate a ticket when we have already sent n emails to customer and haven't yet receive a correct answer (that means we could have received an email from the customer side but the answer is not correct).
We would also like to escalate a ticket when the issue is really widespread and can block or affect many customers.
How can we do that ?
OTRS v5.0.10 on Fedora25 with posgreSQL 9.4.9 database