Does anyone have any ideas on how to do this?

[Hawkwing]

Hi.

We have several departments with only one or two staff in each.
What I am wondering about is if anyone has done the following or have any idea to set it up so it's quite easy to manage afterwards.

1. User posts a ticket to department 1.
2. The staff that are assigned to department 1 does not answer the ticket for, lets say 24 hours. (Maybe on holiday)
3. when 24 hours have passed I want the ticket to go to another staffmember. They can be assigned to another department.
4. If they dont answer in lets say 48 hours, the the ticket should show up for every staffmember.

Please, anyone. This is a critical thing in our organisation because we have many different responsibilities (read departments) and a ticket cant be locked to a single staffmember.

Loking forward to read some ideas soon.
Thanks in advance.

[Hawkwing]

*Bump*

Isn't there anyone with any idea about this?

[bear]

While I haven't the need for it currently, have you looked at the 'escalation" feature:

Tickets » Escalation Rules
Escalation Rules allow you to assign a set of actions to be carried out when a ticket gets marked as Overdue. This allows you to create a proper chain of command ensuring that if a ticket is not handled in due time, it can be further escalated to a higher authority.

Make a ticket overdue in 24 hours, then maybe you can make another for 48 and so on.