29 Jul
2004
29 Jul
'04
6:41 p.m.
So basically if the ticket is locked and someone owns it then it will never escalate? This is rough because sometimes an agent will claim a ticket and may not address the ticket till far after the escalation time. But since there's an owner the ticket remains stale with no escalation?
That's why we invented the 'unlock time' feature. The lazy bones of your agents will notive that they cannot lock the ticket forever if you set the unlock time to something higher than 0. You do so for each queue(!) separately. With kind regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388