Munawar Zeeshan wrote:
I am a new OTRS user…I am confused with the meanings of LOCK and CLOSE tickets. What they imply ???
When a ticket is locked by an agent this means that agent is handling that ticket. When a ticket is closed this means the ticket has been handled.
Secondary, I want that if a ticket is unsolved by some agent for 3 days, an notification mail b delivered directly to the higher authorities. How can I do that
See the documentation on escalation: <http://doc.otrs.org/2.2/en/html/ x1463.html>
Nils Breunese.
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