We’re trying to create an ticket overview for all tickets except escalated tickets. The thing is - as soon as we’re using any escalation conditions all pending tickets are affected too.
Expected behavior:
By setting the conditions inside the overview configuration to the following:
status = new, open, pending close, pending reminder
owner = current user
f.e. escalation = false (not an actual available condition but something like this could be used)
I should get an overview for all tickets except escalated tickets dispatched to my user.
Actual behavior:
I can’t really find a way to create an overview as stated above.
It’s either containing both escalated & pending tickets or none of them.
I actually can get an overview for all escalated tickets dispatched to my user by setting the conditions inside the overview configuration to the following:
status = new, open, pending close, pending reminder
owner = current user
escalation within next (relative) 0 minutes
Steps to reproduce the behavior:
Use any escalation condition inside the ticket overview configuration.