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.