Hi there, this minor enhancement to Kernel/System/Ticket.pm allows the generic agent to use decision constraints based on changetime. This is useful in automatic state changes scenarios where you'd want to escalate things. Please consider to apply. --- Ticket.pm.orig 2007-02-27 15:21:58.000000000 +0100 +++ Ticket.pm 2007-02-27 15:22:31.000000000 +0100 @@ -2660,6 +2660,10 @@ $SQLExt .= " AND st.until_time >= '".$Self->{DBObject}->Quote($Param{TicketPendingTimeNewerDate})."'"; } } + # get tickets changed more than x minutes ago + if ($Param{TicketChangeTimeOlder}) { + $SQLExt .= " AND st.change_time < NOW() - interval '".$Param{TicketChangeTimeOlder}."'"; + } # database query $SQLExt .= " ORDER BY $SortOptions{$SortBy}"; if ($OrderBy eq 'Up') { -- Regards, Wiktor Wodecki net mobile AG, Zollhof 17, 40221 Duesseldorf, Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783