Hello,
I have the unlock timeout defined but what exactly should the generic agent
do?
I also have another question in regards to unlock: Sometimes an agent may be
expecting some information from a 3rd party and isn't able to reply before
the unlock timeout reaches. How can i stop the timeout on these cases?
Thanks.
On Mon, Jan 11, 2010 at 2:22 PM, Marco Vannini
hi Luis,
I was thinking on 2/3 solutions that for me would be usefull:
1. setting unlock timeout on the queue 2. a genericagent jobs scheduled to run Friday 3. whip agent if they don't set outofoffice on friday :D
MV
On Mon, Jan 11, 2010 at 3:13 PM, Luís Gomes < luis.strawberryworld@gmail.com> wrote:
Hello,
New otrs user question: What would it be the best solution with OTRS to handle weekends where there are fewer agents. How to handle their tickets if they get replies?
Thanks
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