Removing Escalation tag from a ticket

[paulpp]

hello,

how do i remove a Escalation value on a ticket manually. i have created a filter that looks for tickets that have been marked as Escalated. but i have no idea how to remove the escalation tag from a particular ticket .

--paul

[John Haugeland]

Assuming that you're running a standardly configured desk, and that you mean the ticket status "escalated", when you're looking at the ticket, just click where it says "escalated". The word will change into a dropdown (aka pulldown or combobox) which has the various statuses in it; I expect you're probably looking for open, closed or on-hold.

You can also do this at the same time you send a reply, by basically the same mechanism.

[paulpp]

Hey John,

thanks for the reply. im not doing a good job at explaining myself.

i have ticketst that have the red chevron escalation icon within them. i have created a filter that says 'escalation equals true' ,this then will show me all the tickets that have the red chevron escalation icon. i need to find a way to remove the red chevron escalation icon from certain tickets, so when i click on the 'escalation equals true' filter, it will no longer show me those tickets that had the escaltion tag removed. i am not talking about ticket status.

--paul

[John Haugeland]

Oh. Actually, at this time, you can't: it's important to the ticket accounting system that a ticket which has been SLA escalated in the past retains that mark, because other SLAs might be dependant on that information. (Even if that isn't the case on your desk, the software needs to handle things that way so that it works for desks where that is the case.)

I don't think I've ever heard anyone ask for this before. Is this seriously important to you, or just a minor convenience issue?