If a ticket is locked it goes under LOCKED tickets icon, but if a ticket is CLOSED where it stays, For Example if that agent wants to see it for some future references?? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: Thursday, July 19, 2007 5:52 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Help Required 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. No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM