yes, otrs can do this, install ITSM SLM packages. then after create the request ticket. then set the due_date and some other *additional ITSM fields* on action *AgentTicketAddtlITSMField* and then use EscalationView to sort the tickets. this may be help for you. On Wed, May 13, 2009 at 2:06 AM, Jeremy Adams wrote:

We are using OTRS to run out Information Technology helpdesk. Part of the IT department is a functional group known as 'Media Distribution', their duties include making deliveries of AV/Media equipment to campus locations. The lead on that group has asked if there is a way to make the tickets in their queue show in order of the request, not the order in which it was received. For instance, a request may come in today for a deliver in one month, then another come in tomorrow for a delivery in one week. Because otrs orders the tickets on a first come, first serve basis, these tickets are in the incorrect order -- the second tkt is due before the first.

any suggestions?

Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

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