Hi,<br><br>Have you tried the locking feature?<br>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<br>

<br>Check <a href="http://doc.otrs.org/2.4/en/html/x1667.html">http://doc.otrs.org/2.4/en/html/x1667.html</a><br><br>Greetings,<br><br clear="all">Leonardo Certuche<br><br><br><div class="gmail_quote">2009/10/13 Adrián Fernández Leiro <span dir="ltr">&lt;<a href="mailto:aleiro@inveravante.com">aleiro@inveravante.com</a>&gt;</span><br>

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<p class="MsoNormal"><span lang="EN-US">Hi everybody:</span></p>

<p class="MsoNormal"><span lang="EN-US"> </span></p>

<p class="MsoNormal"><span lang="EN-US">Is there any way to have notified an agent
if it doesn’t answer a ticket for too many time?</span></p>

<p class="MsoNormal"><span lang="EN-US"> </span></p>

<p class="MsoNormal"><span lang="EN-US">Thanks.</span></p>

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