TICKET::EVENTMODULEPOST###4300-ESCALATIONSTOPEVENTS

[TimOscarPOS]

Arvo

Have been looking for a way to "reset escalation timer" on adding a NOTE

Don't really want to edit TICKET.PM ... I prefer things to remain "as intended"

My AGENTS are required to add Accounting Time to each article for costing purposes

Came across TICKET::EVENTMODULEPOST###4300-ESCALATIONSTOPEVENTS and an EVENT TYPE called TicketAccountTime

So did this in the aforementioned CONFIG setting .....

TicketSLAUpdate|TicketQueueUpdate|TicketStateUpdate|ArticleCreate|TicketAccountTime

I think I might have misinterpreted what this "event type" means

Any push in the right direction to achieve my goal of "NOTE ==> Resets Escalation Time" is appreciated

ZNUNY VER 7.x

[root]

Hi,

The escalations time resets when communicatio towards the customer is done. A note is not such a thing. The event types are not related to this, I would guess you have probably found the right file: Ticket.pm. TBH, I dare to touch this file and would try to find another way.

Why do you want to reset the escalation timer when a not is added and your concern is accounted time?

- Roy

[TimOscarPOS]

Hi Roy

Thanx for the reply

As long as Agents are actively working on the TICKET ( ie updating their research into the issue, adding cost pricing, etc ), I would like the escalation to be reset

As it is not desirable to show some of these to the Customer, we will use "internal" NOTES so they are not visible to the CUSTOMER

I seem to recall a tick box somewhere where each phone / email contact can be visible / invisible to the customer that might work ... IF my Agents remember to tick it !

I used to work for a company that sent reports to EU ( End Users )

Before they could be sent, every line had to be proof-read because helpdeskers ( Agents ) were always putting INTERNAL NOTES ( such as cost pricing etc ) into public comments

As the end goal is to open Znuny up to "Customer Users" ... there will be no chance to sanitise the "reports"