Solved: Re-set Update Escalation

[RBehr]

A queue has an update escalation time set. The only means of "resetting" this is an external communication - either a Note-External or an e-mail.

We would like to have this reset by a Note-Internal as well. Is this possible?

[crythias]

It may be possible, but the update escalation (my guess) is that the customer is updated, and as internal doesn't do that ...?

[RBehr]

Yeah, we get the logic behind it.

We're not using it as an SLA, though - we want to escalate internally tickets which have not been updated within a given period. Personally, I don't think it's a great idea - we are risking exactly what you suggest: users updating tickets internally while the customer is not informed - but I'm just the IT guy. Is it possible? How?

Thanks.

[crythias]

Basically, I'd look at the code for adding a note and see what it says. Oh, okay ...

From Ticket.pm, around line 2464:

Code: Select all

            # do not use /int/ article types for calculation
            next if $Row->{ArticleType} =~ /int/i;

[RBehr]

Crythias, you the man! Worked perfectly.

Thanks

[alex116]

Crythias, Thanks, it's very useful, but i also want to re-set escalation time when ticket queue change. Other queue may be with other escalation time, and when ticket move to other queue it should take escalation time from new queue.

Is it possible in OTRS in simple way?