Somethimes I have tickets that take to long.
Agents keep on logging time on it and handle the ticket wrong.
They know they should escalate when a ticket has too many minutes, but they tend to forget
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Can I make Znuny notify someone when a ticket has too many minutes logged on it?
Or can I use an ACL when a ticket has too much time to "lock" it?
How do/would you handle something like this?