Thank you, Anton. So the calendar doesn't mean too much. We have to use genaricagent to do the escalation. David Date: Wed, 26 Nov 2008 23:14:01 +0300From: anton.gubarkov@gmail.comTo: otrs@otrs.orgSubject: Re: [otrs] Calendar configuration for the queueHello, David.Actually the calendar you assign to a queue is the one you advertise to your customer. Your support organization as a whole works 24x7 if I could understand you correctly. It means you need 1 calendar - essentially 24h working time. The calendar defines the hours to be counted in terms of SLA and ticket escalation timers for the queue.Regards,Anton. 2008/11/26 David Eco Hi, I am setting up OTRS for our support team. There is calendar in the queue but I'm not able to get it work. I have 2 teams work in day shift and night shift but I want 2 teams can view/modify any tickets come from customers. Do I need to create 2 queues for them by using different calendar? How to attach different team member(or group?) to its queue? Thank you and look forward to hearing your input. David Messenger wants to send you on a trip. Enter today._______________________________________________OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs _________________________________________________________________