Hi!

 

My name is Ronaldo. I'm new to OTRS and I'm planning to put it to work to handle the tickets generated by the site of my company (contact form).

 

We here a structur of sales team and the queues in our otrs that reflects this is the following:

 

Raw

Junk

Postmaster

Sales

- Unit 1

- Unit 2

 

Unit 1 and Unit 2 are sub queues of "Sales" queue.

 

The system delivery the new tickets (via Postmaster Filters) to Unit 1 and 2. My question is: Is there a way move the tickets from the Unit1 queue to the sale queue automatically if a new ticket that is on Unit1 do not get answered or locked in 2 hours?

 

Thanks and sorry my bad english :-)

 

Ronaldo Richieri