Hi I have enabled queue based escalation for first response time.
Even though there is response, on ticket zoom it shows red flagged.
In ticket zoom , I see ticket response as email-internal from agent and direction as internal message.
Is this because I have responded via emails ? Keeping OTRS in loop?
How can I avoid or keep it as email-external /outgoing message ?
Understanding First Response time notifications
Moderator: crythias
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darshakamodi
- Znuny newbie
- Posts: 45
- Joined: 14 Mar 2013, 15:45
- Znuny Version: 3.2.1
- Real Name: Darshak
- Company: EC
Understanding First Response time notifications
OTRS 3.1.1, with KIX. Mysql
-
darshakamodi
- Znuny newbie
- Posts: 45
- Joined: 14 Mar 2013, 15:45
- Znuny Version: 3.2.1
- Real Name: Darshak
- Company: EC