OTRS ZnunyLTS Enforce Closing of Escalated Tickets

• 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

1. Define first the involved queues at System Configuration > Frontend::NotifyModule###888-AgentEscalationCheckRedirect
2. If agent has owned an escalated ticket in defined queues, he/she will be redirect to Escalation Screen.
3. Access to the module Admin, ITSM, Reporting and FAQ are still allowed.

Walkthrough video: