Hi Jurgen,
I am looking for this situation:* ticket is openened * agent sends a reply to ticket and herewith locks the ticket * client replies only after 5 days or so * agent with ticket locked shall receive notification * If agent is on holiday or on business trip the ticket shall be unlocked 1 day after receipt of the client reply * Message moved back in queue and message is sent to all team members indicating that something must be done.I though ticket unlock was the solution for this but appearantly it is not. Should i try to do this with a generic agent or is there another possibility?
Ticket unlock count does not start on a new message, but when the lock starts, so it's not what you're looking for. I don't know if there's a way to accomplish this, never tried. Generic Agent may be the correct approach.
Regards, Richard _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
