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. I don't know if there's a way to accomplish this, never tried. Generic Agent may be the correct approach. Regards, Richard