Hallo! I want to unlock tickets after a certain time without activity ( when the supporter is not at work for example ). But for different Priorities this sould be done with different times. An important Ticket should be unlocked within an hour, while an other ticket can wait for one or two days. I could create different Queues with different unlock times, but for me thats not a solution ( priority filed would be useless ) I thought this could be made with the help of the GenericAgent # otrs\Kernel\Config\GenericAgent.pm 'release' => { # get all tickets with these properties Locks => ['lock'], Priorities => ['3 normal'], WorkingTime => 360, # new ticket properties (no option is required, # use just the options which should be changed!) New => { Note => { From => 'Reminder Admin', Subject => 'Reminder Notification', Body => 'The working time of this ticket has been reached!', }, Lock => 'unlock', }, }, but "WorkingTime" does not seem to be the right Option.. I could use TicketPendingTimeOlderMinutes => 10, or TicketCreateTimeOlderMinutes => 60, but TicketWorkingTimeOlderMinutes does not seem to work: All locked Tickets get unlocked and the Notification is sent. What's the right Attribute to Set!? Or does anyone see a different solution? Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling@rudolph-log.de http://www.rudolph-log.de http://www.logeon.net -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm