Tickets Fixed Escalation is applied even when it's deactivated

[SeToY]

Hi,

the title says it all

 

[Freelancer]

Escalations are not working as expected in the last version. I hope the next has this fixed in general.

 

[Alpha1]

Escalations have not worked properly yet. @NixFifty am I correct that this part of Tickets need some reworking?

 

[SeToY]

Escalations have not worked properly yet. @NixFifty am I correct that this part of Tickets need some reworking?

Yeah, there’s some issues with the current handling of this (see the other open issues).

I’ve redoing this layer of tickets in 1.6.0 but it’s pretty substantial so it’s not something that can be done with a few lines. I’m hoping to open up 1.6.0 to some beta testing in the next week or so.

 

[Naz]

Sorting / counting stuff needs a good chunk of reworking to account for the complexity of Tickets and how it handles permission checking, etc.

Escalations are just a tad fiddly and not well documented in the UI so are a bit hit or miss.

Both areas are getting TLC in 1.6.0 though which should take care of basically all outstanding issues with Tickets.

 

[Naz]

@SeToY Do you have more concrete reproduction steps? What are you seeing that's made you think escalations are running when disabled?

I'm looking at the code and there's two code paths that fire off escalations. Both only pull active escalations and run those.

 

[Freelancer]

I think the Escalation System would need to be simplified. Right now I do not understand the functionality in all extend...
The timed automatic replies and status changes do not work for me.

 

[Naz]

I've simplified the escalation system as a result of the feedback.