hello
im trying to set escalation view when customer send mail to OTRS and only get escalation message if agent doesnt respond ( i set only escalation time Escalation - first response time (minutes): ) is that count only for first time customer send emial?
is it possible only check when customer send email
and if agent get respond i dont care about escalation....
2. i set Escalation - first response time (minutes):
and i created job to set timer... will that check escalation time?
this question is because i cant set escalation time on old tickets if they are not removed from queue and added again
any way to fix that?
escalation view
Moderator: crythias