Advanced Escalation

Advanced Escalation

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Addon version: 6.1.11

Radiant System

  • €199.00

Use Cases | Key features | User's Manual | Package installation | ConfigurationSystem requirementsRoadmap

    Use Cases

    Ticket escalation suspending, storing escalation data in dynamic fields.

    Key features

      • Suspending escalation counters during business hours
      • Resumption of escalation counters when ticket changes state
      • Track of time during which the ticket was pending
      • Escalations data storage in OTRS DB


      User's Manual

      When appliyng an SLA for a ticket, an escalation counter is started according to the SLA (Figure 3.1).

      Figure 3.1. The ticket created in the system, an escalation counter is started.


      If ticket changed state to pending type all escalations are suspended.

      Figure 3.2. The ticket in the pending status (“pending reminder”).


      Attention! After the suspension, the escalation time is recalculated taking into account only the working time.

      Suspend time display 

      If the ticket is suspended, the duration of the escalation is displayed in the information panel  (Figure 3.3):

      • Pending (Escalation On Hold Time)


      Figure 3.3.  Information Panel for a Pending Request.

      If work on the ticket is resumed, an escalation waiting time is displayed in accordance with setting of your system.

      (Figure 3.4) :

      • Time before the first response (First Response Time On Hold)
      • Time before the ticket is changed (Update Time On Hold)
      • Time before the ticket closed (Solution Time On Hold)

      If additional escalations are included in the system settings (see section 5.1.3. Additional Escalations), then in addition to the above escalations, the following are displayed (Figures 3.5, 3.6):

      • AgentReactionTime
      • CustomerReactionTime

      Additional escalations are displayed only if they are specified in the SLA settings.

      If the ticket was pending several times, then the entire waiting time will be summarized without taking into account non-working time.


      Figure 3.4. Information Widget for a non-pending ticket.


      Figure 3.5. Information Widget for a non-pending ticket: additional escalations are included (Cusmer’s reaction time).


      Figure 3.6. Information Widget for a non-pending ticket: additional escalations are included (Agent’s reaction time).


      Package installation

      Please use the following URL to install the package utilizing the Admin Interface (please note that you need to be in the "admin" group).


      The steps for installing the package are described in the official OTRS instructions for the Administrator.


      After installing the package, the following additional dynamic fields are created:

      • FirstResponseTime
      • FirstResponseTimeOnHold
      • UpdateTime
      • UpdateTimeOnHold
      • SolutionTime
      • SolutionTimeOnHold
      • SolutionTimeExtend
      • SolutionDateChangeReason
      • EscalationOnHoldTime
      • AgentReactionTime
      • AgentReactionTimeValue
      • AgentReactionTimeOnHold
      • CustomerReactionTime
      • CustomerReactionTimeValue
      • CustomerReactionTimeOnHold
      • AgentReactionStart
      • CustomerReactionStart
      • UpdateStart



      The package can be configured via the System Configuration in the Admin Interface.

       Admin →System Сonfiguration →Ticket → Escalations section (Figure 5.1).

      Figure 5.1.  Advanced Escalation module configuration

      Module configuration contains 4 items.

      • EscalationOnHold###Active
      • EscalationOnHold###HoldStateIDs
      • AdditionalEscalations
      • SolutionDateManualChange


      This setting determines whether escalation suspension is switched on.

      Field name



      Value set: “yes”, “no”.

      The default is no.

      If you select “yes,” escalation suspension is switched on.


      This setting determines a list of states for which escalation suspension is enabled.

      Field name



        State IDs


      Attention! Each system has a different state ID, you must specify a state ID in your system.


      This setting determines whether additional escalations are switched on.

      Field name



      Value set: “yes”, “no”.

      The default is no.

      If you select “yes,” additional escalations are switched on.



      This setting determines the availability of manual date resolution.

      Field name



      Value set: “yes”, “no”.

      The default is no.
      If you select “yes,” a manual date change is allowed.

      Dynamic fields setting

      For the correct display of the suspending time widgets, you need to add the fields in the table below in the system configuration in the Ticket → Frontend :: Agent :: Ticket :: ViewZoom section in the Ticket :: Frontend :: AgentTicketZoom ### DynamicField parameter.













      System requirements

      Minimal requirements to hardware for OTRS:

      • Processor 3 GHz Xeon or comparable
      • RAM 8 GB RAM
      • Disk space 256 GB

      Software requirements:

      • OTRS Community Edition 6.0