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OTRSEscalationSuspend

OTRSEscalationSuspend
A module to enable escalation suspension. Version 1.1.3

(c) 2011 OTRS AG, http://otrs.org/


GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
This work is copyrighted by OTRS AG, Norsk-Data-Str. 1, 61352 Bad Homburg, Germany.
Build Date: 2011-07-04

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OTRSEscalationSuspend

1. Preface..............................................................................................................................................................................1
2. Features............................................................................................................................................................................2
2.1. Suspending Escalations........................................................................................................................................... 2
3. System requirements........................................................................................................................................................ 3
3.1. Framework................................................................................................................................................................ 3
3.2. Packages.................................................................................................................................................................. 3
3.3. Operating system......................................................................................................................................................3
3.4. Third party software.................................................................................................................................................. 3
4. Installation.........................................................................................................................................................................4
4.1. Admin-Interface........................................................................................................................................................ 4
4.2. Command line...........................................................................................................................................................4
5. Configuration.....................................................................................................................................................................5
6. Contact..............................................................................................................................................................................6
6.1. OTRS AG..................................................................................................................................................................6
7. Manifest............................................................................................................................................................................ 7
7.1. File list.......................................................................................................................................................................7
8. Change log........................................................................................................................................................................8

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OTRSEscalationSuspend

1. Preface
This package includes the functionality to stop or suspend escalation.
Please contact your commercial support (support@otrs.com) if you have any questions regarding this
document or need further information.

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OTRSEscalationSuspend

2. Features
2.1. Suspending Escalations.
This module allows the interception of escalations.
If a ticket is assigned to one of several configurable states, the escalation is stopped (disabled).
When changing the state of the ticket to 'normal', the escalation will continue. In this case, it starts with the
date when the status was changed, displaying the remaining time.
Therefore, the entire period when the ticket was not on a 'normal' state is not counted.

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OTRSEscalationSuspend

3. System requirements
3.1. Framework
The following OTRS framework is required:
o 3.0.x

3.2. Packages
Following packages are required:
o None

3.3. Operating system


Following operating systems are to be considered as dependency:
o None

3.4. Third party software


Following software is required for package operation:
o None.

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OTRSEscalationSuspend

4. Installation
The following instructions show how to install the package. Generally, there are two possibilities: You can
either use the Admin Interface or the command line.

4.1. Admin-Interface
Using the following URL you can install, as well as update or uninstall (if necessary), the package via the
Admin Interface (please check whether the user is a member of the Admin Group before starting.)
http://localhost/otrs/index.pl?Action=AdminPackageManager

4.2. Command line


Whenever you cannot use the Admin Interface for whatever reason, you may use the following command
line tool ("bin/otrs.PackageManager.pl") instead.
shell> bin/otrs.PackageManager.pl -a install -p /path/to/OTRSEscalationSuspend-1.1.3.opm

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OTRSEscalationSuspend

5. Configuration
This package includes a new cron job. It can be found after installation under var/cron and has to be
renamed from #name#.dist to #name#. The current cron for the OTRS user has to be restarted (Linux /
Unix), in Windows cron4win has to be re-read.
Configure the states that shall suspend the escalation in the SysConfig area, under group
"OTRSEscalationSuspend" and configuration element "EscalationSuspendStates".
Important: The "TicketEscalationIndexBuild" is based on version 3.0.x with ITSM OTRS 1.2.2.
If an update to another version is needed, the module can be adjusted.

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6. Contact
The following persons were involved on this package implementation:

6.1. OTRS AG
Accounting: Rene Bakker <sales@otrs.com>, Phone +49 (0)6172 681988 0
Technical: Markus Esche <dev-support@otrs.com>, Phone +49 (0)6172 681988 0

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OTRSEscalationSuspend

7. Manifest
This manifest names all files in this package which have rights.

7.1. File list


o (755) bin/otrs.RebuildEscalationIndexOnline.pl
o (644) doc/de/OTRSEscalationSuspend.xml
o (644) doc/en/OTRSEscalationSuspend.xml
o (644) Kernel/Config/Files/OTRSEscalationSuspend.xml
o (644) Kernel/Language/de_OTRSEscalationSuspend.pm
o (644) Kernel/Modules/AgentTicketEscalationView.pm
o (644) Kernel/System/Ticket/OTRSEscalationSuspend.pm
o (644) var/cron/rebuild_ticket_escalation_index.dist

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8. Change log
1.1.3 / 2011-07-04 14:41:13
o Fixed issue, regarding time calculation for already escalated tickets.
1.1.2 / 2011-06-28 18:17:51
o Added the possibility to suspend already escalated tickets.
1.1.1 / 2011-05-02 13:05:54
o First release.

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