I’ll try it.

I was playing setting it up to 2 minutes, but the cron job gets executed every 35 minutes.

 

Thanks.

 

De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Leonardo Certuche
Enviado el: martes, 13 de octubre de 2009 18:47
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] Timeout

 

Hi,

Have you tried the locking feature?
You can define per queue lock time limits so if an agent locks a ticket for himself, It will automatically unlock after the limit time defined occurs, with the option of notifying the agent of the event

Check http://doc.otrs.org/2.4/en/html/x1667.html

Greetings,

Leonardo Certuche

2009/10/13 Adrián Fernández Leiro <aleiro@inveravante.com>

Hi everybody:

 

Is there any way to have notified an agent if it doesn’t answer a ticket for too many time?

 

Thanks.


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