otrs

How to reset escalations on responses in OTRS?


Having OTRS queues to run escalations are fine. The thing is, that the tickets stay escalated if the solution time is exceeded. The thing is sometimes it is a client responsibility to deliver something to close the ticket. In this case the client gets a response.

How can I reset the escalation time to the time the ticket is replied and the pending is set to a specific date? So the escalation time will occur e.g. 1 day after the pending date.


Solution

  • Just check https://www.znuny.com/add-ons/znuny4otrs-repository and follow the instructions. After this the package is available the package manager