I think a few GenericAgent job will do the trick for you
You can also do it outside OTRS with a MySQL trigger (from mysql 5.x) I think the only value you have to change is the queue_id in the ticket table. I did this a few times manually (had to move a bunch of tickets to another queue) and it did the trick for me. When you move a ticket to another queue in OTRS, this is what happens. It is quicker then a GenericAgent job and much less system overhead, but it requires better maintenance and documentation. Regards, Peter Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Damian Williams Verzonden: zondag 10 februari 2008 23:55 Aan: otrs@otrs.org Onderwerp: [otrs] Feature Question Hi Everyone Sorry to lower the tone and ask a really simple question but I have looked for the answer and can't find it. I want a ticket system that will allow me to allocate new tickets to different staff members based on a timetable (so Monday morning it goes to Staff1, afternoon to Staff2, every night to Staff3 etc). Staff members need to be notified of new tickets and I'd still want further escalation if a query isn't answered within a set time. Will OTRS do this? I have looked at loads of commercial options and open source and not found anything that can do it. Would be nice to have a reasonably easy to use interface for changing the 'timetable'. Thanks Damian
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