It seems like this might be the next logical progression for OTRS - adding some sort of configurable hours that each agent works. In our usage of OTRS all support personnel are out of the office by 6pm or so and only do support via cell phone (unless there's a problem, of course). When we arrive in the morning, there are of course several escalated tickets, most of which are low to medium priority. In the past there has been at least one occasion where a system-down critical ticket was in the queue, but was not viewable because other tickets had needlessly escalated and were blocking the view! (Of course all the support agents were notified via e-mail and were aware of the issue, but nonetheless...) Are there any existing plans for future versions to include configuration of agent working hours in some manner? - Pete McDonnell _____ From: Volker.Lipper@de.mecglobal.com [mailto:Volker.Lipper@de.mecglobal.com] Sent: Thursday, November 18, 2004 6:49 AM To: otrs@otrs.org Subject: [otrs] Eskalation Notification Mails(How 2 prevent during nights) Hi list, how can i prevent OTRS from sending eskal notification mails in the night? i found some pieces in the config files but they do not seem to be the right ones....(SendNoPendingNotifications) Any Ideas? Tia Li