State Types and Escalation

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tmoore82
Znuny newbie
Posts: 27
Joined: 11 Nov 2013, 16:35
Znuny Version: 3.2.12
Real Name: Tyler Moore
Company: Installed Building Products

State Types and Escalation

Post by tmoore82 »

I read in the official Admin manual that "escalation calculations and the unlock feature are based on specific state types." I understand the difference between States and State-Types (or State-Names and State-Types) to be that the State is a label for the user. Any name can be linked to any type, but the behavior of the system is based on the Type. For example, if you linked the "new" State to the "closed" State Type, any tickets with a "new" state would function as if they were closed. The State-Type is a value that the system actually cares about.

My question is about how it affects escalation when you create your own State-Type. For example, we are thinking about introducing a "QA" state. My initial thought was to link that to the "open" state-type. But as I was thinking about it, I realized that I don't still want the update time counting against that ticket. I want to keep the same solution time escalation, though. In other words, I don't want tickets with a "QA" state to escalate anymore until they are reaching the "solution time" escalation point. I haven't found anything in the documentation or the code to help me better understand how the escalation rules treat the state-types. Does it count anything that isn't "new" or "closed" as "open"? Or does it specifically look for "open" and "pending *" when calculating update time escalations? Or none of the above?
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