Hi, in the admin area and there the settings of each queue you will find an escalation time an directly above a hmmm free time(? got a german installation and dont know what it is in english) after the "Freetime" the ticket will be unlocked but remain in the queue it is in. to move it to another queue you need a generic agent i think. Or you just leave it where it is. if Helpdesk has got this queue in its preferred queues it will see the ticket anyway. after the "escalation time" the ticket will be escalated but still stay in the same queue. But you may be notified of this anyway by same mechanism as before. there have been solutions on this list for a notification via pager. Li otrs-bounces@otrs.org schrieb am 16.01.2006 19:26:36:
I've searched but I think I may be looking in the wrong place.
Basically I want tickets that sit in an agent's queue for over 1 hour to "expire" back into the queue. If they sit in the queue more than 1 hour they get transferred to an "escalation" queue and the escalation staff is notified.
Example: Lisa Agent contacts Customer Bob and creates a new ticket. Customer Bob replies six hours later. The ticket goes into Lisa Agent's queue. Lisa Agent is home asleep, so after an hour the ticket returns to the HelpDesk queue. HelpDesk graveyard shift fell asleep again, so an hour later the ticket gets forwarded to Helpdesk Escalated queue. My pager goes off, I run to the NOC and yell at people.
Well the last part is not part of OTRS but it's what would happen.
Help?
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