Re: [otrs] otrs Digest, Vol 97, Issue 14 query unlocked Tickets with unanswered customer requests

Hi Georgios, thanks für you anwser. The way you describe to me ist the first step I do. First I see all unlocked Tickets. No Ticket is locked by an Agent. So my Problem is, that the agents get no notification(yellow star in the left Corner on top) when a costumer do a request of an unlocked ticket. In my IT Department we have some "old" unlocked Tickets. And I want to escalate these unlocked tickets when a costumer do more than Two request to the unlocked tickets. I hope I could explane it what i want to do. Thanks in Advance Marvin 2016-10-27 20:16 GMT+02:00 :

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Today's Topics:

1. How to query unlocked Tickets with unanswered customer request (otrs otrs) 2. Re: How to query unlocked Tickets with unanswered customer request (Dimitrakakis Georgios) 3. Phantom ticket (DHilsbos@performair.com) 4. Dynamic fields in AgentTicketCompose (Andr? Cavalcante)

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Message: 1 Date: Tue, 25 Oct 2016 19:57:45 +0200 From: otrs otrs To: otrs@lists.otrs.org Subject: [otrs] How to query unlocked Tickets with unanswered customer request Message-ID: Content-Type: text/plain; charset="utf-8"

Hi Folks, first of all, thanks evryone in advance how can help me.

My Situation is, that i have round about 200 open and new Tickets. Not all of them are locked by an Agent.

Now I want ot have an overview off all unlocked Tickets where the customer have done some request to the ticket. For example. A customer sends an request to our OTRS-System. But this request will not get locked by an Agent. Because there is so much work And after a while the same customer will send to the same ticket a request to get to know the state of work. But now one answer to him. And after a while he send the third request to the same tickets....and so one.

Perhaps this could be done by a datanbase query. Hase anyone some experinece with that.

Thanks a lot Bye Marvin