Hi everybody: Is there any way to have notified an agent if it doesnt answer a ticket for too many time? Thanks.
Hi,
Have you tried the locking feature?
You can define per queue lock time limits so if an agent locks a ticket for
himself, It will automatically unlock after the limit time defined occurs,
with the option of notifying the agent of the event
Check http://doc.otrs.org/2.4/en/html/x1667.html
Greetings,
Leonardo Certuche
2009/10/13 Adrián Fernández Leiro
Hi everybody:
Is there any way to have notified an agent if it doesn’t answer a ticket for too many time?
Thanks.
--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Ill try it.
I was playing setting it up to 2 minutes, but the cron job gets executed
every 35 minutes.
Thanks.
De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de
Leonardo Certuche
Enviado el: martes, 13 de octubre de 2009 18:47
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] Timeout
Hi,
Have you tried the locking feature?
You can define per queue lock time limits so if an agent locks a ticket
for himself, It will automatically unlock after the limit time defined
occurs, with the option of notifying the agent of the event
Check http://doc.otrs.org/2.4/en/html/x1667.html
Greetings,
Leonardo Certuche
2009/10/13 Adrián Fernández Leiro
participants (2)
-
Adrián Fernández Leiro -
Leonardo Certuche