- Force an agent (ticket owner) to close any escalated ticket first before can proceed to another ticket.
- Built for OTRS CE 6.0.x / Znuny LTS
- Case Reference: https://community.znuny.org/viewtopic.php?f=62&t=42672
- Define first the involved queues at System Configuration > Frontend::NotifyModule###888-AgentEscalationCheckRedirect
- If agent has owned an escalated ticket in defined queues, he/she will be redirect to Escalation Screen.
- Access to the module Admin, ITSM, Reporting and FAQ are still allowed.
Walkthrough video:
