This package has no dedicated agent interface.
Note
For this example escalations should be configured for at least one queue.
Example usage:
-
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).
-
Open the ticket detail view for the newly created ticket. Notice that the escalation is running.
-
Once the escalation is running, change the ticket state to one that has been configured in
EscalationSuspendStates
setting. -
Go back to the ticket detail view for the suspended escalation ticket and verify that the escalation is not running.
-
Change the ticket state to one different from those configured on
EscalationSuspendStates
setting. The escalation continues.
There is a new filter Suspended Escalations for the ticket lists. Select the Remove tickets with suspended escalations checkbox to remove all tickets from the list that are in an escalation suspending state.
![Suspended Escalations Filter in Ticket List](/wp-content/uploads/agent-filter-bol.png)
Several ticket list screens also provide a default filter preset called Escalation is not suspended, which applies the aforementioned filter.
![Filter Preset in *My Escalations* Organizer Item](/wp-content/uploads/agent-filter-preset-my-escalations.png)
![Filter Preset in *Show Escalations* / *Escalated Tickets* Screen](/wp-content/uploads/agent-filter-preset-escalated-tickets.png)
Filter Preset in Show Escalations / Escalated Tickets Screen
A suspended escalation can be seen in the ticket list, if hovering on an entry within the column Escalation Time. In the ticket detail view of a suspended ticket, the suspension status is visible in a property card.