Lock or escallate tickets based on logged time. (How to handle?)

[finalbeta2]

Good day,

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

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?

[wurzel]

Hi,

train your agents. I see no other option.
Mabe use warning time on your escalations.

But the more info agents get, the more likely they filter these messages.

Make rules, make them to be aware about penalties...

Flo

[finalbeta2]

Hi Flo,

Unfortunatly, not every customer is the same.
Notes exist ofcourse, but they are not perfect. ( a plugin existed to show notifications on contacts or customers, but it's not perfect ).

[skullz]

Good day,

Can I make Znuny notify someone when a ticket has too many minutes logged on it?

Use Service SLA / Queue based escalation..
You can predefined how many minutes expected for the the agent to respond / update / solution the ticket.

Then, setup the escalation notification (Admin > Ticket Notification).
By default, there should be default ticket escalation notification there.