[SOLVED]Notify manager when tickets are not owned

[mcollis]

Hi All.
Is there a way I can set a generic agent (or something) to send an email to the department manager when a ticket is not taken ownership after a set ammount of time?

Currently all emails come in and are logged by the root@loalhost account, we then take ownership of the email accordingly.
What I have been asked is to set up a notification that will email our manager when the owner is not changed to one of the agents after an hour since the ticket was logged by the postmaster

[crythias]

Sounds reasonable. generic agent new ticket created > [set amount of time] and owner=root@localhost
Set new priority, or new state (Unassigned) of type "open" and create a Notification (Event) reacting to that change.

Also, the queues also have Escalation (First Response) which might be useful for that purpose.

[mcollis]

Sounds reasonable. generic agent new ticket created > [set amount of time] and owner=root@localhost
Set new priority, or new state (Unassigned) of type "open" and create a Notification (Event) reacting to that change.

Also, the queues also have Escalation (First Response) which might be useful for that purpose.

Many thanks for this.

Has worked a treat.
Unfortunately it does get false positives when a ticket is logged via email 5 minutes before the generic agent runs (on the hour with postmaster delay every 5 minutes), but we're happy with it as it stands.