Hi Nils!

Thanks for your answer. I have tried it. It worked fine! The only problem I found using Generic Agent is that the time criteria (Create Times, Close Times does not seem to respect my calendar configuration (Core:Time).

So, my objective is to move to a queue up after 3 hours a ticket is open without response. We work from Monday to Friday from 8am to 5pm. We do not work Saturday and Sundays. So, we would like that the tickets created at Friday 4pm should be moved to the next queue at Monday 10am.

We will work with Generic Agent for while untill we find the perfect solution, since with Generic Agent we cannot be perfect with this times.

Thanks a lot! :-)

Ronaldo Richieri

On Wed, Aug 13, 2008 at 6:15 AM, Nils Breunese (Lemonbit) <nils@lemonbit.nl> wrote:
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.
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