Re: [otrs] Notify agents if a ticket hasn't been modified/workedfor a specified time

30 Jul 2007

      HI Gabriele,

Thanks for your answer, I think this trick will be perfect for what
we're searching for at the moment. I will do some tests with these
settings and check behaviour.

Thanks again :)

Laurent

Le lundi 30 juillet 2007 à 15:55 +0200, Gabriele D'Andrea a écrit :
...
If the only issue is about working hours vs hours, you can customize
or add more calendars within SysConfig-> Framework ->
Core::Time::CalendarX
Then you can link calendars to queues in the Queue page.
Hope it helps
Gabriele
        ----- Original Message ----- 
        From: Laurent Minost 
        To: User questions and discussions about OTRS.org 
        Sent: Monday, July 30, 2007 3:46 PM
        Subject: Re: [otrs] Notify agents if a ticket hasn't been
        modified/workedfor a specified time
Hi Nils,
Thanks for your answer.
I already checked about escalation in OTRS but that's not
        exactly what we need because escalation is linked with a
        specified duration/time in working hours, in our case we need
        to be notified about ticket not modified for whatever reason
        for more than one week e.g. Do you think is it possible
        please ?
Thanks and BR.
Laurent
Le jeudi 26 juillet 2007 à 16:47 +0200, Nils Breunese
        (Lemonbit) a écrit :
> Laurent Minost wrote:
        > 
        > > I wonder if it's possible (maybe via Generic Agent) to notify  
        > > agents that some tickets hasn't been modified for a specified time  
        > > please ?
        > 
        > Have you looked into escalating tickets? <http://doc.otrs.org/2.2/en/ 
        > html/x1463.html>
        > 
        > Nils Breunese
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