Advanced Escalation
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Use Cases | Key features | User's Manual | Package installation | Configuration | System requirements | Roadmap
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).
http://your-server/otrs/index.pl?Action=AdminPackageManager
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
Configuration
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
EscalationOnHold###Active
This setting determines whether escalation suspension is switched on.
|
Field name |
Description |
|
|
Value set: “yes”, “no”. The default is no. If you select “yes,” escalation suspension is switched on. |
EscalationOnHold###HoldStateIDs
This setting determines a list of states for which escalation suspension is enabled.
|
Field name |
Description |
|
|
State IDs |
Attention! Each system has a different state ID, you must specify a state ID in your system.
AdditionalEscalations
This setting determines whether additional escalations are switched on.
|
Field name |
Description |
|
|
Value set: “yes”, “no”. The default is no. If you select “yes,” additional escalations are switched on. |
SolutionDateManualChange
This setting determines the availability of manual date resolution.
|
Field name |
Description |
|
|
Value set: “yes”, “no”. The default is no. |
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.
|
Key |
Content |
|
EscalationOnHoldTime |
1 |
|
FirstResponseTimeOnHold |
1 |
|
SolutionTimeOnHold |
1 |
|
UpdateTimeOnHold |
1 |
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
Roadmap