Outdated documentation

You are looking at the documentation for an older release. For the latest information, please see current release documentation.

Agent Interface

This package has no dedicated agent interface.

Note

For this example escalations should be configured for at least one queue.

Example usage:

1. Go to one of the new ticket screens, and create a new ticket for one of the queues configured with escalation (for this example Escalation - first response time is OK).
2. Open the Ticket Zoom screen for the newly created ticket. Notice that the escalation is running.
3. Once the escalation is running, change the ticket state to one that has been configured in EscalationSuspendStates setting.
4. Go back to the Ticket Zoom screen for the suspended escalation ticket and verify that the escalation is not running.
5. Change the ticket state to one different from those configured on EscalationSuspendStates setting. The escalation continues.

On ticket menu will be located a new option for Escalation view - Without Suspend State. Open this view and check the ticket without a suspend state.