Translation

Customer service organizations having many partners or suppliers
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Context English Chinese (Simplified) State
Ticket attributes, like its status or certain events like creating or answering a ticket, can be used as a trigger. For example, an escalation can start when a ticket is created, but the escalation can stop when the ticket is answered by the agent. If the status of a ticket is changed to *Pending Reminder*, the escalation is suspended, but if the status is changed back to *Open*, the escalation resumes. An up-to-date display of the escalation time left makes accurate service time management possible. 工单属性(如其状态或某些事件,如创建或响应工单)可以用作触发器。例如,可以在创建工单时启动升级,但是可以在服务人员响应工单时停止升级。如果工单的状态更改为 *挂起提醒*,则暂停升级,但是如果状态更改回 *处理中*,则继续升级。剩余升级时间的最新显示使精确的服务时间管理成为可能。
In the ticket view, the new widget *Escalation Information* appears. This shows through the use of different colors and numerical values whether or not: 在工单视图中,将显示新的小部件 *升级信息*。 通过使用不同的颜色和数值来表示是否:
the escalation time is still within the original timeframe (green), 升级时间仍在原始时间范围内(绿色),
the escalation time will run out soon (yellow), 升级时间很快就会用完(黄色),
the escalation is suspended (brown),
the escalation time has been reached, i.e. the ticket has escalated (red) or 已达到升级时间,即工单已升级(红色)或
escalation has been suspended or the ticket has been stopped (the window is no longer visible).
The *Ticket Escalation Type Bundle* option enables you to assign newly created escalation types to different customers or service level agreements. *工单升级类型组合包* 选项允许您将新创建的升级类型分配给不同的客户或服务水平协议。
The following scenarios can now be handled more flexibly with *Advanced Escalations*: 现在可以使用 *高级的升级* 更灵活地处理以下场景:
A customer requests a rework of a solution – the escalation must be adjusted. 客户要求重新设计解决方案 - 必须调整升级。
To present a solution, more information is required from the customer – the escalation must be suspended. 要提供解决方案,需要从客户获取更多信息 - 必须挂起升级。
A service technician can’t get into the building or has no free access to the machine that needs to be fixed – the escalation must be suspended. 服务技术人员无法进入建筑物或无法正常访问需要修复的机器 - 必须暂停升级。
And many more 还有很多
Even more flexible escalation management – individually adoptable to customer or SLA. 更灵活的升级管理 - 客户或SLA可以单独采用。
More precise service time management by detailed indication of remaining time. 通过详细指示剩余时间来更精确地管理服务时间。
Customer service organizations having many partners or suppliers 拥有许多合作伙伴或供应商的客户服务组织
External IT service providers 外部IT服务提供商
Call centers 呼叫中心
Sales departments and sales companies 销售部门和销售公司
Advertising or communications agencies 广告或传播机构
PLATINUM 白金
OTRSAdvancedEscalations OTRSAdvancedEscalations(高级升级)
:doc:`escalation-suspend` :doc:`escalation-suspend`
:doc:`ticket-watchlist` :doc:`ticket-watchlist`
With this package you are able to define your own escalations. You can define fully customized escalation types which contain information about under what circumstances a ticket escalation will start, restart, be suspended, be resumed or stopped. 使用此软件包,您可以定义自己的升级。 您可以定义完全自定义的升级类型,其中包含有关在何种情况下工单升级将启动、重新启动、挂起、恢复或停止的信息。
After installation of the package two new modules will be available in the *Ticket Settings* group of the administrator interface. 安装软件包后,管理员界面的 *工单设置* 组中将提供两个新模块。
Administration 系统管理
Two new tables are added to the database after installation of the package. The new tables can be used for reporting via SQL box. 安装软件包后,会在数据库中添加两个新表。 新表可用于通过 SQL 查询屏幕生成报表。
Additionally there are several new system configuration options available. You will find these new options in the group ``OTRSAdvancedEscalations``. 此外,还有几种新的系统配置选项可用。 您可在 ``OTRSAdvancedEscalations`` 组中找到这些新选项。
SQL Box SQL查询窗口
Escalation history is available for SQL reporting. The following chapters explain the structure of the database tables. 升级历史记录可用于 SQL 报告。 以下章节解释了数据库表的结构。

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English Chinese (Simplified)
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Source string location
../../content/advanced-escalations.rst:38 ../../content/state-preselection-response-templates.rst:15
String age
a year ago
Source string age
a year ago
Translation file
locale/zh_CN/LC_MESSAGES/content.po, string 133