Hi,

31/10/2014 23:30 - Mike Morris wrote:

I want to make sure that no locked ticket is ever unlocked by the system
as a result of a timeout - so that only Agent actions can result in an
unlock.

unlock times of tickets is a queue setting. You define it in minutes.
If you set the unlock time to 0 no unlock will happen.

The time is just a trigger as to unlock the ticket. The unlocking itself is done via a the job otrs.UnlockTickets.pl (triggered via cron).

--Mathias