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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