Hi Wes, On Tue, May 06, 2003 at 09:26:04AM -0700, Wes Plate wrote:
In this case set a 'unlock time' (configurable for each queue - admin interface -=> Queue).
The ticket will be unlocked (by OTRS) if the ticket is not answered and the unlock time has reached.
Isn't "Lock Ticket After a Follow-up -> No" supposed to have a similar effect?
I asked a similar question and was recommended to set "Ticket Lock after a Followup" to NO. Though it doesn't change anything (in 1.02).
Sorry, maybe I answerd this wrong. "Lock Ticket After a Follow-up -> No" will lock or unlock a ticket by follow up if the ticket is state closed. If the ticket is locked and open it will not be unlocked. In your case I would set the unlock time or each queue ~120 min. So each agent is able to handle the own follow ups within 2 hours. And if the ticket isn't answered it will be unlocked automatically.
Wes Plate Automatic Duck, Inc.
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 7:44am up 80 days, 17:08, 6 users, load average: 0.09, 0.12, 0.09