Is it possoble to manually set an escalation time?

[ericchaves]

Hi Folks,

Is it possible to create a queue where each ticket have it's "solution time" and "update time" sets manually by agents? That would made easy for an agent to follow-up tickets that relies on third-party/external workers.

Thanks in advance,

Eric.

[crythias]

You may assign a TicketFreeTime for that purpose.

[ericchaves]

Hi Crythias,

What exactly os tje behavior of TicketFreeTime, I couldn't found documentation explaining it.
I configured it in my OTRS and setted for a test ticket, and it did'nt got escaleted once the time past. Dos Free Time override the queue escalation?

Thanks again for the help.

You may assign a TicketFreeTime for that purpose.

[crythias]

There is no behavior.
And apparently, Generic Agent doesn't allow to test for TicketFreeTime*, either. A module could be designed to account for that, though.

Also, SolutionTime and UpdateTime (if I recall correctly) are calculated based upon actions performed within OTRS.

If you want to have arbitrary fields assigned by agents, use TicketFreeTime. If you want something done with that field, that may require extra work.

[ericchaves]

Ok, thanks!

There is no behavior.
And apparently, Generic Agent doesn't allow to test for TicketFreeTime*, either. A module could be designed to account for that, though.

Also, SolutionTime and UpdateTime (if I recall correctly) are calculated based upon actions performed within OTRS.

If you want to have arbitrary fields assigned by agents, use TicketFreeTime. If you want something done with that field, that may require extra work.