Multiple Problems (escalation/ownership)

[HeY]

Hi all,

I'm pretty new with OTRS and although I have read through the complete online manual there are some things I just don't understand. Theoretical I have understood the escalation mechanism but it just does not seem to work for me. I have setup an SLA with a response time of 1 Minute (just for testing). My queue Accounting has a response time of 60 minutes. Here is what I do:

-Send en email to my OTRS system (Ticket1)
-Move it into queue Accounting. It now displays with: First Response Time: 59 m
-I send a second email to OTRS (Ticket2) and also move it to queue Accounting
-Now the second ticket I go to free fields editor and set the SLA to my 1 minute sla. It not displays: First Response Time: 1 m -> so far so good

until the 1 minute passes I see both tickets in the dashboard panel under "New Tickets".

Now 1 minute passed and Ticket2 was moved to the "Escalated Tickets" panel but both are still visible on the "New Tickets" panel. I still can access Ticket1 and can reply to it. I thought the point of ticket escalation was to lock ticket1 from being processed. If I go to Tickets -> "Queue view" I also see both tickets. Please help me, what is it I dont understand here?

Another thing is if I reply to a ticket that was locaed in panel "New Tickets" it will be moved to "Open Tickets". The tooltip on this panel says that the tickets in this panel need a response. I just reposnded to this ticket and it still on this panel?

Last thing: What exaclty is achieved with the owner concept? I dont really see how the owner of a ticket is important for the ticket life cycle.

Thanks for you help
Matt

[kool_kid]

You need to create a generic agent which takes care of escalated tickets. You can choose to either move escalated ticket to another queue or lock it or anything else you want to do with it through generic agent.

In our scenario every ticket has a owner, which means the owner is responsible for taking care of ticket and no other agent will get into, until the owner is changed. This helps in one person resolving the issue and closing it, it also helps the end user to communicate with one support agent as one person is responsible. Hope this gives you some idea.

[HeY]

The manual for 2.3 states "If a ticket is escalated, no other tickets are displayed for the queue containing the escalated ticket." So this is not true for OTRS 3 anymore? If you do not configure the GenericAgent to do anything about escalated ticket nothing will happen to escalated tickets in OTRS 3.0.5 do I understand correctly now? So its all about my setup of the genericagent.

Okay I see the general idea behind an owner. Does OTRS do anything with the owner information, I mean does it prevent any action for other agents or something like that?

[crythias]

does it prevent any action for other agents or something like that?

Locked tickets prevent any other agent from closing or replying to the ticket.

[HeY]

Okay I see but a ticket that has an owner must not necessarily be locked. I just want to know if the owner of a ticket is just an information or does it actually have an impact on the way that OTRS is working.

The manual for 2.3 states "If a ticket is escalated, no other tickets are displayed for the queue containing the escalated ticket." So this is not true for OTRS 3 anymore?

could you please comment on this one. I want to make sure that I have understand the escalation now.

Thanks