Ronaldo Richieri wrote:
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?
I think you should be able to set up a GenericAgent job to do this. See 'Executing automated jobs with the GenericAgent': http://doc.otrs.org/2.2/en/html/x1149.html Nils Breunese.