I don't think so, but then again, what's it going to do for you? If it's important that a ticket hasn't been addressed in X amount of time, please follow up, there at least the following ways to handle it:
1) Don't do it. Close tickets and let the client open them up. 2) Don't leave them open. Set a pending autoclose time if you're the last one to send a message. Even if you're waiting for a client's response, any reasonably long time period is enough to close the ticket ... After 5 days, for instance, it probably isn't still an issue. 3) Use a Generic Agent to check if ticket is unchanged in state "open" or "waiting" for X time period, then change the state to "kinda old", run a notification event against the state change, then GA see how unchanged state in "kinda old" exceeds time period length Y. Change the state again to "Hey, this is getting stinky". Notification event. Run daily/as often as someone needs to be reminded. 4) Read the tickets. 5) follow up anyway. But I can also run a sql report to give last response from customer, for instance: http://forums.otterhub.org/viewtopic.php?f=60&t=20976&p=83047 On Thu, Mar 13, 2014 at 3:12 PM, Leah Kelly <lke...@tenstreet.com> wrote: > I've read that OTRS does not have this capability yet, but I wanted to > make sure - is there any way for us to set Age to how long ago the last > action (article) was made? > Also, is there a way to simply display the date instead of the age of the > ticket. > > I am asked this question all the time by my agents - does anybody know > if there are plans to add this functionality to sys config, or something > similar > to help address this issue? The 'Age' attribute doesn't really help us all > that much. > I know there is a code change you can make, but we as a company are trying > to stay > away from that. > > Thanks! > Leah > --------------------------------------------------------------------- > 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 >
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