[SOLVED] Reset Escalation update time with a note created from Generic Agent

rodolfor · Post by **rodolfor** » 07 Nov 2020, 16:06

Hi All.
I have an escalation between queues, performed by a GenericAgent job, when EscalationUpdateTime is reached.
This job also create a note (not visibile to customer) which simply describe the escalation.
I need to consider this note as an update, inserted which, EscalationUpdateTime reset.
How could it be possible?

Thanks

Post by **root** » 07 Nov 2020, 17:05

Hi,

This is not possible. An article which should reset the UpdateTime needs to be communiction to the customer.
If you don't send and update to the customer or like having it automatically as described is the same like disablingg the update time .

- Roy

rodolfor · Post by **rodolfor** » 07 Nov 2020, 19:01

Thanks root.
I will play with source code, to identify where Notes are filtered out from update EscalationUpdateTime recalc.

rodolfor · Post by **rodolfor** » 12 Nov 2020, 19:27

viewtopic.php?p=170307#p170307

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[SOLVED] Reset Escalation update time with a note created from Generic Agent

[SOLVED] Reset Escalation update time with a note created from Generic Agent

Re: REset Escalation update time with a note created from Generic Agent

Re: REset Escalation update time with a note created from Generic Agent

Re: REset Escalation update time with a note created from Generic Agent