Richard Hinkamp - BeSite schreef:
Hmm it does exactly what it's supposed to do. After inactivity of 480 minutes it gets unlocked. Why do you want to unlock a ticket when a client sends another e-mail? Maybe you are looking for pending status? To close a ticket if a client did not respond within 8 hours? I am looking for this situation:
* ticket is openened * agent sends a reply to ticket and herewith locks the ticket * client replies only after 5 days or so * agent with ticket locked shall receive notification * If agent is on holiday or on business trip the ticket shall be unlocked 1 day after receipt of the client reply * Message moved back in queue and message is sent to all team members indicating that something must be done. I though ticket unlock was the solution for this but appearantly it is not. Should i try to do this with a generic agent or is there another possibility? Best regards, Jurgen de Wijs