Hi N. On Thu, Jul 29, 2004 at 04:34:58PM +0300, N.R. wrote:
question is - if a customer sends a reply to the ticket, it automatically goes to the original owner, but nobody else knows such mail has arrived. So is it possible to set some timeout - if the owner doesn't answer this email in a certain amount of time, then the message loses the owner. I hope i expressed myself clearly. Any idea ?
Jes, it's possible. Just use the lock-timout for the queue. That means if the lock timeout for queue ABC is 1h and somebody got an follow up which is locked, the the system unlocks the ticket after one hour (take care that the cronjobs are running).
N.
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