Reset ticket age at certain times of the day

[Baustin]

Hey guys,

I am wondering is it possible to reset the age of all new tickets in a que, once the clock hits 8am?

Is this possible.

[crythias]

No. Age is Now() minus ticket create time.

[Baustin]

Is it even possible to reset the age once a reply comes in.

Say the ticket is 4hours old, I send a reply and close the ticket.

If the person replies I want the ticket coming in as 0 age

[jojo]

no, as crytias already wrote the age is always computed new

[MichaelR]

Unless of course you overwrite the ticket create time at every event

Although that will break everything...

[Baustin]

Thanks for the help guys.

So i guess I shouldn't be messing around with the ticket age.

Is it possible to filter from last activity? At the moment I have a generic agent moving tickets that are older than 3 hours.

Realistically I should be setting it to move tickets that have no activity on it in 3 hours. Can this be done?

[ferrosti]

Please read the manual about Ticket escalation. You´ll most certainly get what you want.

[Baustin]

I have, I cant find anything relating to 3.0. I have found information about older versions, which to be honest isn't very useful at all

http://doc.otrs.org/2.0/en/html/x1327.html

http://doc.otrs.org/2.3/en/html/x1519.html