Znuny Open Source Ticketsystem

Hello, I have set First Response time of 5min on a queue. Escalation get prevented on when an reply is sent from ticket. I want to know what is there any way to include note, lock, or owner update as First response on ticket. So that whenever lock ticket, or create a note or change owner of ticket t...

I've created my own queue and set it First Response Time of 10 minutes and accordingly after expiry of its escalation time, the ticket moves to Escalated Tickets tab in the Dashboard. However I also want the ticket to move from its present queue to another queue, say Managerial Queue for example, so...