Escalated time reset

[tranvudtvt]

Hi all,

I am implementing OSTS in my company and I am focusing to SLA to much due to my company is an ISP and provide network service management. However, out team OTRS have 2 problems with escalated ticket.

First of all is there are not evidences about the ticket that was escalated. For example, when an escalated ticket was closed, I will see it in status view : closed ticket. However, this ticket is similarly normal ticket cause there are not line that show up this ticket was escalated before.

Secondly, When the escalated ticket was close, the solution time is reseted to zero. In this case, my boos need to know how long for the ticket was escalated by technical.

Thanks,

[wurzel]

Hi,

you can try with Generic Agents and TimeStamps or the professional way:
https://www.otrs.com/otrs-business-solu ... calations/

Flo