Escalation isn't working ?

alleg · Post by **alleg** » 12 Jul 2011, 11:54

Hi,

"Escalation: If a ticket will not be answered in this time, just only this ticket will be shown."

I installed OTRS 2.4.9. Add a new queue and add here Escalation - First Response Time: 5 minutes. Add PostMaster Filter too. After arrive a new test ticket in the new queue. But the escalation isn't working because I see the other tickets after 5 minutes. (I watch the new test ticket and I see: First Response Time: -1 hour 13 minutes.)

Why? What is the problem?

Thanks!

alleg · Post by **alleg** » 15 Jul 2011, 10:14

Please help!

jojo · Post by **jojo** » 15 Jul 2011, 10:19

This escalation "feature" was dismissed in OTRS 2.2 or 2.1

alleg · Post by **alleg** » 15 Jul 2011, 11:52

Thanks!
In the OTRS 2.4.9 the escalation will not work?
And in the OTRS 3?

Post by **crythias** » 15 Jul 2011, 12:02

As jojo said, the "feature" to hide other tickets is no longer in use after 2.2. That includes 2.4x and 3.x and in the future.

jojo · Post by **jojo** » 15 Jul 2011, 12:35

Escalated tickets will show up in Dashboard and in Escalation view (if switched on). You also can send escalation mails to the agents

Znuny Open Source Ticketsystem

Escalation isn't working ?

Escalation isn't working ?

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