For the moment the Generic Agent is best for me as i can ensure that only tickets in the Closed State are Unlocked.
But thanks for your hint, gave me some other good ideas to free tickets from agent that can't solve tickets in due time, i'll also look into SLA. Thanks -- Pete On Tue, Sep 15, 2009 at 10:22 AM, Obee, Daniel <[email protected]> wrote: > Why not use the queue options as intended? > > The idea behind it is to set the unlock time that suits the queue. > > Example: > Queue 'fast track' is set to 1440min (a day) > Queue 'long term development' is set to 5720 (four days) > > Thus fast projects are immediately worked on by whoever and long term devs > rest four days in one hand minimum. > > I recommend to set a standard of 1440 for every new queue and adjust it if > needed. > > Greets > > Daniel > > -----Ursprüngliche Nachricht----- > Von: [email protected] [mailto:[email protected]] Im Auftrag von Pete > Gesendet: Montag, 14. September 2009 16:48 > An: User questions and discussions about OTRS. > Betreff: Re: [otrs] Closed tickets in "Locked Tickets" view > > Thanks for the hint. > > Will use this aproach. "Solved" ;-) > > -- > Pete > > On Mon, Sep 14, 2009 at 3:35 PM, IT easyap <[email protected]> wrote: >> We had the same problem and we solved it with a generic agent job that >> unlock all closed tickets. >> >> -----Original Message----- >> From: [email protected] [mailto:[email protected]] On Behalf Of Pete >> Sent: lunes, 14 de septiembre de 2009 13:47 >> To: User questions and discussions about OTRS. >> Subject: [otrs] Closed tickets in "Locked Tickets" view >> >> Hi, >> >> being a newbie in OTRS and not being abble to find the answer i want >> to ask why when i select my "Locked Tickets" View i also see tickets >> that have already been closed ? >> >> I'm Usind OTRS 2.2.7 on Debian 5 >> >> Thanks >> -- >> Pete >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > > > > -- > Pete > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > -- Pete --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
