Hello,
in our company we have been using OTRS for several years. A long time ago we have been using feature of it that basically brought in front each escalated ticket and agents were unable to do anything else till the ticket got updated or locked. Now we would like to enable this again. I found mention about this in old OTRS 2.4 manual:
"If a ticket is escalated, no other tickets are displayed for the queue containing the escalated ticket. The escalated ticket has to be locked first. The escalation of tickets ensures that tickets must be considered after they have reached a given age."
But sadly I dont see anything about this in OTRS 3 manual.
Is it still possible to achieve somehow in newer versions?
Force user to update escalated ticket first
Moderator: crythias
-
crythias
- Moderator
- Posts: 10170
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Force user to update escalated ticket first
I believe this feature has been removed since 3.0. I wasn't aware of this then, but I don't know if this is *as* relevant with the floating dashlets.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask