Hi.
Lately (after updating to OTRS 1.2.3), tickets are becoming unlocked way
before any escalation time.
For example, I had an open ticket where I send the customer a reply
yesterday at 15 o'clock, which changed the status of the ticket from
open to "pending auto close+". An hour later, the customer send a reply.
9:35 hours later, the ticket became unlocked and I received an email
with the subject "Lock Timeout!". The queue the ticket is in was set to
7000 minutes timeout for escalation time and 5000 minutes for unlock
timeout.
Here are the last few lines of the history:
StateUpdate Old: 'open' New: 'pending auto close+'
x dseifert (Daniel Seifert) 04.05.2004 15:00:18
SetPendingTime Set Pending Time to 2004/05/07 14:59.
- dseifert (Daniel Seifert) 04.05.2004 15:00:18
FollowUp FollowUp for [2004042810000334].
x root@localhost (Admin OTRS) 04.05.2004 16:00:11
StateUpdate Old: 'pending auto close+' New: 'open'
- root@localhost (Admin OTRS) 04.05.2004 16:00:11
Unlock Ticket unlock.
- root@localhost (Admin OTRS) 05.05.2004 01:35:01
The previous reply from me had to wait 4.5 days (mail received on
29.04.2004 14:18:08, reply sent 04.05.2004 15:00:18), but during these
4.5 days the ticket did NOT unlock! Just this night, after less than 10
hours, it did.
This happened regularly the last few weeks after I upgraded to 1.2.3, I
didn't have this problem previously. No chances were made to any OTRS
settings in this time (quite sure about that ;-))
Please let me know whether I should file this as a bug.
--
Daniel Seifert