Tickets | OTRS Academy

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After installation of the package a new Advanced Escalations widget is displayed in the ticket detail view.

Display Escalations in a Widget

All advanced escalations that are associated to a ticket will be shown in Advanced Escalations widget in the ticket detail view.

Advanced Escalations Widget in Ticket Detail View

The escalations are displayed as cards with a colored bar, indicating the current escalation state for better visibility.

Green bar: the escalation time has not been reached.
Orange bar: the escalation notification time has been reached.
Red bar: the escalation time has been reached.
Grey bar: the escalation is suspended.

Debug Escalations

Advanced escalations might be very complex and it needs to be investigated if something does not work as expected. It cuts the ticket history entries into snapshots to calculate the escalation. Each snapshot will contain the current state of the ticket with all related data of the current time of the snapshot. A snapshot is 5 seconds of the ticket history by default, but it can be adjusted in the system configuration.

For more information about a single escalation and how it is calculated you can take a look at the ticket history. If your system has a customer ID and a SLA with related escalation bundles and types then you will be able to debug these, based on the ticket history of the current ticket.

To get access to the debug information, click on View History ticket action in the ticket detail view.

Escalation Debug Mode – Select Escalation Type

It is usually in Escalation Type Name – Escalation Bundle Name format. In the example above the escalation type name is First Response and the escalation bundle name is Bundle.

After choosing an escalation type from the list, you will get a detailed information about the parameters, attribute values and conditions, right below relevant ticket history entry.

Escalation Debug Mode – Debug Snapshot of Escalation Type

Escalation State

The first block contains the state of the current escalation type. In the example it will calculate the start condition of the escalation type and it was successful (success = green, red = no change of the state). Basically, for each snapshot it is possible that the escalation will calculate multiple state if it does not match to the first.

The order of the calculated states is based on the running, suspended or not running state of the escalation. Here is a short technical overview:

my %EscalationStatesMachine = (
    NotRunning => [ 'Start', 'Restart' ],
    Running    => [ 'Suspend', 'Restart', 'Stop' ],
    Suspended  => [ 'Resume', 'Stop' ],
);

So if the escalation is not running then it will only try to move to the Start or Restart state of the escalation. If it is suspended then only Resume or Stop are possible as next states.

Escalation Attribute Sets

The block with the attribute sets displays if the attribute sets of the escalation type for the given escalation state is matching for the current snapshot.

There are 4 columns:

Attribute: The circle will be displayed green if it matches or red if not.
Set: This column contains the number of the attribute set in the escalation type. The number will be displayed green if it matches or red if not.
Success and Fail: These columns show the matched conditions of an attribute set. At this point it will use internal names for matching the attributes. Here are some examples:
- Agent Message Present: A message from an agent is present.
- Agent Message Sent: An agent sent a message.
- Customer Message Present: A message from a customer is present.
- Customer Message Sent: A customer sent a message.
- For ticket attributes it will show the internal condition:
  Is => "equals now", IsNot => "doesn't equal now", Was => "equaled", WasNever => "did never equal", ChangedTo => "changed to", IsPrev => "equals previous", IsNotPrev => "doesn't equal previous",
- Is_StateType: The ticket attribute condition StateType of the attribute set of the current snapshot matched if green or not matched if red.

Escalation Attributes

The block with the attributes of the snapshot will contain all attributes which will be used for checking the condition of the escalation ticket attributes.

There are 4 columns:

Attribute: This column contains the ticket attribute.
Currently: This column contains the current value of the snapshot. This value will be used for the calculation of equals now, doesn’t equal now and changed to conditions.
Previous: This column contains the value of the previous snapshot. This value will be used for the calculation of equals previous, doesn’t equal previous and changed to conditions.
Was: This column contains the value of all previous snapshot. This value will be used for the calculation of did never equal and equaled conditions.

Escalation Filters

The filter values are relating to the agent and customer message send or present attributes which are set in the conditions. If a filter is green then the filter is matched and red if a filter is not matched.

Agent Message Present: A message from an agent is present.
Agent Message Sent: An agent sent a message.
Customer Message Present: A message from a customer is present.
Customer Message Sent: A customer sent a message.

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