Agent ticket "lifecycle"

[nemec]

Hi for lat this day,
is there possibility to set-up otrs for agents like this:

situation: a new ticket in POSTMASTER or RAW queue
request: agent must choose differnt queue then take ownership or move to another agent
reason: agents very like to forgot move tickets form these systems queue

Tomas

[artjoms15]

2 possibilities:

a) Create Generic Agents who auto-assigns new queries, if the ticket stays in system query for too long (don't know, maybe every night) then move ticket to a queue the service of a ticket is assigned to

b) Make agent's memory better - for each unprioritized ticket give Agent some penalty, It will dramatically improve agent's memry and responsibility.

[nemec]

Yeah, I like option B, really