System Configuration | OTRS Academy

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In the ticket lists and also in the ticket list widgets, information regarding the escalation data is displayed in one column for each escalation type. These general columns will be made available to all users in all ticket lists by default.

For the general escalation columns, following traffic light colors for the escalation states are used:

Green: No escalation times are reached or exceeds the limit.
Orange: The warning time was reached or exceeds the limit, but no escalation time is reached or exceed the limit yet.
Red: Escalation time is reached or exceeds the limit.
Grey: Escalation time is currently paused.

In addition to this, you have the possibility to specify which advanced escalation columns you want to use in the ticket lists.

These possible advanced escalation columns are not active by default. If you want to use them, you have to switch them on explicitly. Please follow instructions as outlined in the sections below.

Advanced escalation columns are shown like this: Escalation type (Column), e.g. First Response Time (Escalation reached, yes/no). They are translatable.

Display Advanced Escalation Columns

It is possible to display the escalation times in the ticket lists widget and in the ticket lists.

Dashboard Ticket List Widgets

In the following example, we will add an advanced escalation column named EscalationDatetime to the Escalations widget on the dashboard, for all available escalation types.

Go to the System Configuration screen.
Search for the setting AgentFrontend::Dashboard::Widget###EscalatedTickets.

Under the Config key, add the following keys to the existing YAML configuration:

...
Config:
  ...
  Columns:
    ...
    EscalationType_EscalationDatetime:
      IsVisible: 2

Make sure to just add the new column name to the existing structure, taking care to follow the rules of the YAML syntax.

Add Advanced Escalation Column to Escalations Widget Configuration

Note

To make the column available to users, but not visible by default, switch IsVisible key to 1.
Click on the tick button on the right to save the setting.
Deploy the modified system configuration.

The referenced advanced escalation column will now be visible by default in the Escalations widget, for all available escalation types.

Advanced Escalation Columns in the *Escalations* Widget on Dashboard

Ticket List Screens

In the following example, we will add an advanced escalation column named EscalationReached to the Escalated Tickets screen, for all available escalation types.

Go to the System Configuration screen.
Search for the setting AgentFrontend::TicketList::Escalations###DefaultConfig.

Under the Config key, add the following keys to the existing YAML configuration:

...
Columns:
  ...
  EscalationType_EscalationReached:
    IsVisible: 2

Make sure to just add the new column name to the existing structure, taking care to follow the rules of the YAML syntax.

Add Advanced Escalation Column to Escalated Tickets Screen Configuration

Note

To make the column available to users, but not visible by default, switch IsVisible key to 1.
Click on the tick button on the right to save the setting.
Deploy the modified system configuration.

The referenced advanced escalation column will now be visible by default in the Escalated Tickets screen, for all available escalation types.

Advanced Escalation Columns in the *Escalated Tickets* Screen

To switch on any other supported advanced escalation column, change the column name to the following format:

EscalationType_ColumnIdentifier

Where:

ColumnIdentifier: Any of supported column identifiers as listed in the Possible Advanced Escalation Columns section below.

For example, to switch on the EscalationRemainingTime column, use the following name:

EscalationType_EscalationRemainingTime

It is also possible to switch on the advanced escalation column for a particular escalation type only. To do this, change the column name to the following format:

Escalation_ID_ColumnIdentifier

Where:

ID

Specific escalation type ID.

You can find this out by visiting the administrator interface, and editing the type in the Escalation Types module. It will be visible in the URL address field:

.../otrs/index.pl?Action=AdminEscalationType;Subaction=Edit;ID=1;

In the example above, the ID is 1.

ColumnIdentifier

Any of supported column identifiers as listed in the Possible Advanced Escalation Columns section below.

For example, to switch on the EscalationWorkingTime column, but only for the escalation type with ID of 1, use the following name:

Escalation_1_EscalationWorkingTime

To change the default behavior of the general escalation columns which are available, but not visible by default, modify the column configuration in the following way:

Escalation_ID:
  IsVisible: 0|1|2

Where:

ID

Specific escalation type ID.

You can find this out by visiting the administrator interface, and editing the type in the Escalation Types module. It will be visible in the URL address field:

.../otrs/index.pl?Action=AdminEscalationType;Subaction=Edit;ID=1;

In the example above, the ID is 1.

IsVisible

Defines whether the column is not visible (0), not visible by default but the agent can make it visible (1) or visible by default (2).

For example, to make the general column for the escalation type with ID of 1 visible by default, provide the following configuration:

Escalation_1:
  IsVisible: 2

Possible Advanced Escalation Columns

For each configured escalation type the following 22 advanced escalation columns are calculated and available. You will find a complete list with explanations below.

EscalationDatetime: Timestamp of the escalation date.
EscalationReached: Yes/no value whether escalation time is reached.
EscalationTime: Seconds until the escalation type is breached.
EscalationWorkingTime: Seconds until the escalation type is breached with working calendar (only if calendar is defined).
EscalationRemainingTime: Seconds until the escalation type is breached if suspended/stopped (only set if given).
EscalationRemainingWorkingTime: Seconds until the escalation type is breached if suspended/stopped with working calendar (only if calendar is defined and if given).
NotifyDatetime: Timestamp of notify start (only set if given).
NotifyTime: Seconds until the notify start (only if given).
NotifyRemainingTime: Seconds remaining until notify start if suspended/stopped (only set if given).
NotifyRemainingWorkingTime: Seconds remaining until notify start if suspended/stopped with working calendar (only if calendar is defined).
SuspendLastTime: Total amount of seconds that the timer was suspended last time.
SuspendLastWorkingTime: Total amount of seconds that the timer was suspended last time with working calendars (only if calendar is defined).
SuspendTotalTime: Total amount of seconds that the timer was suspended.
SuspendTotalWorkingTime: Total amount of seconds that the timer was suspended with working calendars (only if calendar is defined).
RunningTotalTime: Total amount of seconds that the timer was running (excluding suspend times).
RunningTotalWorkingTime: Total amount of seconds that the timer was running (excluding suspend times) with working calendars.
RunningTotalVirtualTime: Total amount of seconds that the timer was running with BaseTime as start date (excluding suspend times).
RunningTotalVirtualWorkingTime: Total amount of seconds that the timer was running with BaseTime as start date (excluding suspend times) with working calendars (only if calendar is defined).
RunningLastTime: Total amount of seconds that the timer was running last time (excluding suspend times).
RunningLastWorkingTime: Total amount of seconds that the timer was running last time (excluding suspend times) with working calendars.
RunningLastVirtualTime: Total amount of seconds that the timer was running last time with BaseTime as start date (excluding suspend times).
RunningLastVirtualWorkingTime: Total amount of seconds that the timer was running last time with BaseTime as start date (excluding suspend times) with working calendars (only if calendar is defined).

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