Okay, I've found our configuration setting. I honestly don't know where I
got it from, I'm afraid, but it does seem to have helped. In the Config.pm
file, add the following line:
$Self->{UnlockTicket} = 1;
This seems to cause tickets to unlock when you move them to another queue.
--
Chris Salter
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of
Chris Salter
Sent: October 5, 2003 9:59 AM
To: User questions and discussions about OTRS.
Subject: RE: [otrs] Owner and locking
I'm fairly certain that won't work, since I have that configuration on my
own
system and tickets are still being locked. Personally, I'd love to have the
system automatically unlock tickets after about 1/2 hr, but the "Ticket
Unlock" feature actually only unlocks tickets which have been locked but for
which no action has been taken (ie the response being sent, or the email
being forwarded, or whatever). There's no convenient way to unlock tickets
that are completely locked instead of just temporarily locked.
There is an option to unlock tickets when they're moved to another queue
though. We have it set up on our system at work, and it solves a lot of our
problems. I'm at home right now so I don't have access to our configuration
file but I'll email out that setting on Monday if no-one's come up with a
better solution before I have time to look it up.
--
Chris Salter
---------- Original Message -----------
From: "Ron Shannon"
You can turn off ticket locking from within the Admin Area, Queues, select your queue, then Change, then set " Unlock timeout (minutes) :" value to "0", then click "Update Queue"
-----Original Message----- From: Drnak Marek [mailto:marek.drnak@metro.sk] Sent: Fri 10/3/2003 9:21 AM To: 'User questions and discussions about OTRS.' Cc: Subject: [otrs] Owner and locking
Hello all,
we do not want to use the feature of locking and ownership of the ticket, because we are tracking the ticket from one queue to another queue to next agent and if first agent i.e. changed priority, the second agent must first take ownership and after that he can close.
I would like to either not to have owner and locking or change of owner with moving to another queue.
Does anyone know? Thanks Marek ------- End of Original Message -------
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