Prevent Escalation on Lock Ticket

[priyagokhle]

Hello,

I have set First Response time of 5min on a queue. Escalation get prevented on when an reply is sent from ticket. I want to know what is there any way to include note, lock, or owner update as First response on ticket. So that whenever lock ticket, or create a note or change owner of ticket then, it should not get escalated ticket.


Thanks and Regards
Priya

[tdeklein]

Hi,

in SysConf
Ticket -> Frontend::Agent::Ticket::View* (i. e. ViewNote)

you can change how the different dialogs behave, what they show and of what type the article the create should be. If you set for example "note-external" as the default article type for notes, then adding a note to a ticket would count as an external reaction, fullfill the reaction time and restart the update time. AFAIK you can not do this by just locking the ticket, but everywhere you generate an article it can be done.

Cheers
Thomas