OTRS/Features Manual — Portuguese (Brazil) @ OTRS Translations: Tickets

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	A new matrix statistic which shows configured columns on X- and Y-axis. It is a copy of the ticket matrix statistic out of the OTRS framework, but you are able to show advanced escalations data and to filter the data by ticket attributes as well as by advanced escalations.
	``TicketListEscalation``
	A new statistic which shows configured columns (advanced escalations data, too) on X-axis. You can specify a column which is used in an order by clause on Y-axis. You are able to filter the data by ticket attributes as well as by advanced escalations columns.
	``TicketSolutionResponseTimeEscalation``
	A new matrix statistic which only contains closed tickets. It is a copy of the default ``TicketSolutionResponseTimeEscalation`` statistic out of the OTRS framework, but you able to select advanced escalations columns in the Elevation by field. As already mentioned in the other new statistics, you can filter the data by advanced escalations columns.
	Filtering
	In general, there are the following types of advanced escalations columns:
	Yes/no columns
	For this type of columns (e.g. ``EscalationReached``), a drop-down field is displayed to select the wanted values. This type is used on X- and Y-axis and as filter.
	Datetime columns
	For this type of columns (e.g. ``EscalationDatetime``), a complex field with the selection of an absolute or a relative time range is shown. This type is used on X- and Y-axis and as filter.
	Please note that in the ``TicketListEscalation`` statistic these columns are not available on the Y-axis.
	Time columns (seconds)
	For this type of columns (e.g. ``RunningTotalTime``), a normal input field is shown. You can use these columns only as filter as greater or equal and/or smaller or equal.
	Entered values are treated as minutes. For example if you enter 30 it is converted to 30 × 60 = 1800 seconds automatically.
	Tickets	Tickets
	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.

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../content/advanced-escalations/agent/tickets.rst:2 • ../content/process-management-article-email/agent/tickets.rst:2 • ../content/ticket-watchlist/agent/tickets.rst:2

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locale/pt_BR/LC_MESSAGES/content.po, string 468