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The following settings are available when adding or editing this resource. The fields marked with an asterisk are mandatory.
Name \*
The name of this resource. Any type of characters can be entered to this field including uppercase letters and spaces. The name will be displayed in the overview table.
Add additional information to this resource. It is recommended to always fill this field as a description of the resource with a full sentence for better clarity, because the comment will be also displayed in the overview table.
Longer text can be added here to describe the escalation type bundle.
Select a customer from the drop-down list. If one or more customers are selected, the bundle will only take effect on tickets which are assigned to one of the selected customers.
Select a priority from the drop-down list. If one or more priorities are selected, the bundle will only take effect on tickets which matches one of the selected priorities.
Select a service from the drop-down list. If one or more services are selected, the bundle will only take effect on tickets which matches one of the selected services.
Execution order \*
The execution order takes place, when at least two bundles could start based on the types and the attributes of the ticket. Only one bundle can be used though. The execution order will change the priority of the bundle, so that the bundle with higher priority will be used.
Validity \*
Set the validity of this resource. Each resource can be used in OTRS only, if this field is set to *valid*. Setting this field to *invalid* or *invalid-temporarily* will disable the use of the resource.
Add escalation type
Bundles can contain several escalation types. On a bundle, all information regarding the time for the escalation is being stored.
Escalate after
Define the escalation time span and unit.
Round up times
Check this box to round up the times, so the start of the escalation will take place at the next full time unit.
For example if *1 hour* is set as escalation time and a ticket is being created at 10:23, the escalation will start at 11:00, rounding up to the next full hour. If *1 day* is set, the escalation will start on the next working day (based on the working time).
Use calendar
Select a calendar to used by the escalation. If no calendar is being used, a 24/7/365 calendar without weekends or other free days will be assumed.
Notify on
Define the notification time and the time when the color of the escalation will change to yellow.
Escalation Types
Escalation types contain generic information about the conditions that need to be matched in order to start, restart, suspend, resume or stop an escalation on a ticket. The type itself does not contain any time settings (e.g. how many hours need to pass until the escalation starts).
Use this screen to add escalation types to the system. After installation of the package some escalation types are already added. The escalation type management screen is available in the *Escalation Types* module of the *Ticket Settings* group.
This translation Translated OTRS 7/Feature Add-ons Manual Validity \*
The following strings have the same context and source.
Translated OTRS 7/OTRS::ITSM Manual Validity \*
Translated OTRS 7/Administration Manual Validity \*
Translated OTRS 7/User Manual Validity \*


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New source string

OTRS 7 / Feature Add-ons ManualEnglish

New source string a year ago
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Source information

Source string location
../../content/advanced-escalations/admin/ticket-settings/escalation-type-bundle.rst:82 ../../content/advanced-escalations/admin/ticket-settings/escalation-types.rst:83 ../../content/calendar-resource-planning/agent/calendar/manage-teams.rst:91 ../../content/ticket-workflow/admin/ticket-settings/ticket-workflows.rst:131
String age
a year ago
Source string age
a year ago
Translation file
locale/content.pot, string 387