Change queue after 1 hour for unseen tickets

[rodolfor]

Hi all.
I need to change queue to tickets "not seen by anyone (yellow star) after 1 hour from its creation".
How can I filter this? I must use an agent generic job or an acl?
Thanks!

Rodolfo

[jojo]

not possible, please use escalations

[rodolfor]

But an "unseen" ticket does not have its escalation timer.
The first timer I can use is "First response".
Then I can "see" the ticket without first response and I dont want it is escalated.

[root]

Hi,

This is not possible out of the box. But with a dynamic field, type database, it should be possible. Some commercial add-ons provides this functionality. With development a generic agent should be able to solve this.
It would be interesting what the usee case behind this is.

- Roy