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The configuration of the standard escalations in OTRS are not related to advanced escalations. You should decide if you want to use the standard escalation types of OTRS or individual escalation types of advanced escalations. If you configure both then you will have parallel escalations.
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This chapter describes how to add a first response time escalation. 本章描述如何添加首次响应时间升级。
Creating the Escalation Type 创建升级类型
Go to the administration interface and choose *Escalation Type*. Click on the *Create New Escalation Type* button. 转到管理界面并选择 *升级类型*。 单击 *创建新升级类型* 按钮。
Fill in the needed fields. After submitting the form, you will be redirected to the edit screen for the new escalation type. You will see the *Start* tab for the new escalation type. Choose from the available conditions which one you want to be needed in order to start the escalation. Switch to another tab to set up more conditions. 填写所需的字段。 提交表单后,您将被重定向到新升级类型的编辑屏幕。 您将看到新升级类型的 *开始* 选项卡。 从可用条件中选择开始升级的条件。 切换到另一个选项卡以设置更多升级的条件。
In this example, we would enable the *The ticket has been created by a customer* setting and the *An agent message is not present*. Use the drop-down menu in order to choose whether or not an agent message has to be present. 在此示例中,我们将启用 *工单已由客户创建* 设置,并且 *服务人员消息不存在*。 使用下拉菜单选择是否必须存在一个服务人员消息。
Switch to the *Stop* tab in order to set up the escalation stop conditions. In this case, the escalation should be stopped if an agent sends a message, so we enable the *An agent sent a message* setting. 切换到 *停止* 选项卡以设置升级停止条件。 在这种情况下,如果服务人员发送了消息,则应停止升级,因此我们启用 *服务人员发送消息* 设置。
Creating the Escalation Type Bundle 创建升级类型包
Go to the administration interface and choose *Escalation Type Bundle*. Click on the *Create new escalation type bundle* button. 转到管理界面并选择 *升级类型包*。 单击 *创建新的升级类型包* 按钮。
Fill in the needed fields. See the description on the previous pages in order to fill in *Execution order* correctly. After submitting the form, you will be redirected to the edit screen for the new bundle. You will now be able to add your previously created escalation type by choosing it from the *Add escalation type* drop-down menu. After you have added the escalation type, you can set up its parameters. Set up a time span (like *1*) and a time unit (like *Hour(s)*). Save the screen. 填写所需的字段。 请参阅前几页的说明,以便正确填写 *执行顺序*。 提交表单后,您将被重定向到新的升级类型包的编辑屏幕。 您现在可以通过 *添加升级类型* 下拉菜单来添加以前创建的升级类型。 添加升级类型后,可以设置其参数。 设置时间跨度(如 *1*)和时间单位(如 *小时*)。 保存屏幕。
Assigning the New Bundle to an SLA 将新的升级类型包分配给SLA
In order to get the new escalation type to work, you need to assign it to an existing SLA. Go to the SLA management screen for an existing SLA and select your bundle from the list of available bundles. Save the screen. 为了让新的升级类型工作,您需要将其分配给现有的SLA。转到现有SLA的SLA管理屏幕,并从可用的组合列表中选择您的组合。保存屏幕。
Conclusion 结论
The new escalation type in connection with the bundle and SLA assignment will cause new tickets which are being created by customers to escalate after one hour if no agent has responded. SLA分配的升级类型包相关的新升级类型将导致客户创建的新工单在一小时后升级(如果没有服务人员响应)。
Ticket Settings 工单设置
After installation of the package two new modules will be available in the *Ticket Settings* group of the administrator interface and a new field is added to the *Service Level Agreements* module. 在安装本软件包之后,管理员界面的 *工单设置* 组中将有两个新模块可用,并在 *服务级别协议* 模块中添加了一个新字段。
The configuration of the standard escalations in OTRS are not related to advanced escalations. You should decide if you want to use the standard escalation types of OTRS or individual escalation types of advanced escalations. If you configure both then you will have parallel escalations.
Escalation Type Bundles 升级类型组合
The :doc:`escalation-types` can be grouped to so-called bundles. Bundles can be connected to SLAs, customers, priorities and services in order to define special escalations on a per-customer basis and depending on certain calendar settings. :doc:`escalation-types` 可以分组为所谓的组合。组合可以连接到SLA、客户、优先级和服务,以便根据每个客户和特定的日历设置定义特殊的升级。
After installation of the package a module *Escalation Type Bundles* will be available in the *Ticket Settings* group of the administrator interface. 安装本软件包后,将在管理员界面的 *工单设置* 组中提供模块 *升级类型组合*。
Escalation Type Bundle Management Screen 升级类型组合管理屏幕
The advanced escalations package works with the relationships chain *Escalation type → Escalation type bundle → SLA*. 高级升级软件包与关系链 *升级类型→升级类型组合→SLA* 一起工作。
One or more escalation type should be created and assigned to an escalation type bundle, and one or more escalation bundles should be related to one or more SLAs. The relationship between *Customer → Service → SLA* is the normal one on the system. 应创建一个或多个升级类型并将其分配给升级类型组合,并且一个或多个升级组合应与一个或多个SLA相关。*客户→服务→SLA* 之间的关系是系统中正常的关系。
Manage Escalation Type Bundles 管理升级类型组合
To create a new escalation type bundle: 若要创建新的升级类型组合,请执行以下操作:
Click on the *Create New Escalation Type Bundle* button in the left sidebar. 单击左侧边栏中的 *创建新的升级类型组合* 按钮。
Fill in the required fields. 填写必填字段。
Click on the *Create* button. 点击 *创建* 按钮。
You will be redirected to *Edit Escalation Type Bundle* screen to edit the escalation type bundle details. 您将被重定向到 *编辑升级类型组合* 屏幕以编辑升级类型组合详细信息。
Create New Escalation Type Bundle Screen 创建新的升级类型组合屏幕
To edit an escalation type bundle: 若要编辑升级类型组合,请执行以下操作:
Click on an escalation type bundle in the list of escalation types bundles or you are already redirected here from *Create New Escalation Type Bundle* screen. 单击升级类型组合列表中的升级类型组合,或者您已经从 *创建新的升级类型组合* 屏幕重定向到这里。

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Source string location
../../content/advanced-escalations/admin/ticket-settings.rst:8
String age
3 months ago
Source string age
3 months ago
Translation file
locale/zh_CN/LC_MESSAGES/content.po, string 354