1 Apr
2004
1 Apr
'04
7:11 p.m.
On Thursday, April 01, 2004 5:44 PM
Christoph Kaulich
is there any sense that answered tickts are not unlocked? If the ' 'ticket_answered' filed in the ticket table is 1, the 'UnlockTickets.pl --timeout' does not get it. This confuses some of our agents.
This is by design. When a ticket has been answered, it won't get unlocked via a timeout. Only unanswered tickets are being unlocked, to give other agents the opportunity to work on the ticket without the cutsomer getting grey hair. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388