Hallo!
I want to unlock tickets after a certain time without activity ( when the
supporter is not at work for example ). But for different Priorities this sould
be done with different times. An important Ticket should be unlocked within an
hour, while an other ticket can wait for one or two days.
I could create different Queues with different unlock times, but for me thats
not a solution ( priority filed would be useless )
I thought this could be made with the help of the GenericAgent
# otrs\Kernel\Config\GenericAgent.pm
'release' => {
# get all tickets with these properties
Locks => ['lock'],
Priorities => ['3 normal'],
WorkingTime => 360,
# new ticket properties (no option is required,
# use just the options which should be changed!)
New => {
Note => {
From => 'Reminder Admin',
Subject => 'Reminder Notification',
Body => 'The working time of this ticket has been reached!',
},
Lock => 'unlock',
},
},
but "WorkingTime" does not seem to be the right Option.. I could use
TicketPendingTimeOlderMinutes => 10, or
TicketCreateTimeOlderMinutes => 60,
but TicketWorkingTimeOlderMinutes does not seem to work:
All locked Tickets get unlocked and the Notification is sent.
What's the right Attribute to Set!? Or does anyone see a different solution?
Thank You!
Freundliche Grüße
i. A. Thomas Büchling
Praktikant / IT-Services
Tel +49 (0)561/ 4991 -125
Fax +49 (0)561/ 4991 -93125
[EMAIL PROTECTED]
http://www.rudolph-log.de
http://www.logeon.net
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