Hi,
Have you tried the locking feature?
You can define per queue lock time limits so if an agent locks a ticket for
himself, It will automatically unlock after the limit time defined occurs,
with the option of notifying the agent of the event
Check http://doc.otrs.org/2.4/en/html/x1667.html
Greetings,
Leonardo Certuche
2009/10/13 Adrián Fernández Leiro
Hi everybody:
Is there any way to have notified an agent if it doesn’t answer a ticket for too many time?
Thanks.
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