Solved: Escalation on "Resolved" status
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RBehr
- Znuny expert
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- Joined: 26 Jan 2011, 13:23
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- Real Name: Rod Behr
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Solved: Escalation on "Resolved" status
The third type of escalation for an SLA or a queue measures time to closure - i.e. when the status changes to a closed status. I can create new statuses and status types, however I need to associate escalation (SLA) with this new type of status. Basically, I need to measure SLAs against a "Resolved" status rather than a "Closed" status. How should I go about doing this?
Last edited by RBehr on 15 Nov 2011, 11:11, edited 3 times in total.
Rod Behr
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
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RBehr
- Znuny expert
- Posts: 167
- Joined: 26 Jan 2011, 13:23
- Znuny Version: 3.0.7
- Real Name: Rod Behr
- Company: Impact
- Location: London, United Kingdom
- Contact:
Re: Escalation on "Resolved" status
If I can put this another way: I want the SolutionTime for escalation and stats to be based on a ticket state I will define, not the "Closed" state. Is it possible to set the "Solution" state to something other than "Closed"?
Rod Behr
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
-
RBehr
- Znuny expert
- Posts: 167
- Joined: 26 Jan 2011, 13:23
- Znuny Version: 3.0.7
- Real Name: Rod Behr
- Company: Impact
- Location: London, United Kingdom
- Contact:
Re: Escalation on "Resolved" status
Anybody out there with an idea on this one? Please! Urgent. 
Rod Behr
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3