[otrs] Help Required

[Nils Breunese (Lemonbit)]

Munawar Zeeshan wrote:

> I am a new OTRS user…I am confused with the meanings of LOCK and  
> CLOSE tickets. What they imply ???

When a ticket is locked by an agent this means that agent is handling  
that ticket. When a ticket is closed this means the ticket has been  
handled.

> Secondary, I want that if a ticket is unsolved by some agent for 3  
> days, an notification mail b delivered directly to the higher  
> authorities. How can I do that

See the documentation on escalation: <http://doc.otrs.org/2.2/en/html/ 
x1463.html>

Nils Breunese.
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