Hi, Have you tried the locking feature? You can define per queue lock time limits so if an agent locks a ticket for himself, It will automatically unlock after the limit time defined occurs, with the option of notifying the agent of the event
Check http://doc.otrs.org/2.4/en/html/x1667.html Greetings, Leonardo Certuche 2009/10/13 Adrián Fernández Leiro <[email protected]> > Hi everybody: > > > > Is there any way to have notified an agent if it doesn’t answer a ticket > for too many time? > > > > Thanks. > > --------------------------------------------------------------------- > 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/ >
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