Hi! My name is Ronaldo. I'm new to OTRS and I'm planning to put it to work to handle the tickets generated by the site of my company (contact form).
We here a structur of sales team and the queues in our otrs that reflects this is the following: Raw Junk Postmaster Sales - Unit 1 - Unit 2 Unit 1 and Unit 2 are sub queues of "Sales" queue. The system delivery the new tickets (via Postmaster Filters) to Unit 1 and 2. My question is: Is there a way move the tickets from the Unit1 queue to the sale queue automatically if a new ticket that is on Unit1 do not get answered or locked in 2 hours? Thanks and sorry my bad english :-) Ronaldo Richieri
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