Hi Juergen, Richard Hinkamp - BeSite schrieb:
Hi Jurgen,
I am looking for this situation:
* ticket is openened * agent sends a reply to ticket and herewith locks the ticket * client replies only after 5 days or so * agent with ticket locked shall receive notification * If agent is on holiday or on business trip the ticket shall be unlocked 1 day after receipt of the client reply * Message moved back in queue and message is sent to all team members indicating that something must be done.
I though ticket unlock was the solution for this but appearantly it is not. Should i try to do this with a generic agent or is there another possibility?
Ticket unlock count does not start on a new message, but when the lock starts, so it's not what you're looking for.
Richard is right.
I don't know if there's a way to accomplish this, never tried. Generic Agent may be the correct approach.
This approach should work fine: * tickets should get a new state after an incoming and not yet processed customer follow-up. * if a agent acts upon an follow-up, the state must change (e.g. to open) * create a generic agent job that searches for all locked tickets with that specific state * parse these tickets to your own written generic agent module. This module checks the age of the customer-followup and unlocks the ticket if it is older than 1 day. Very-very-small instructions for writing such a module: * make a copy of ~/Kernel/System/GenericAgent/AutoPriorityIncrease.pm * edit this copy to not increase the priority but to do the unlocks if necessary It's not really much work if you know where to do it. Bye, Alex