Re: [otrs] Closed tickets in "Locked Tickets" view

For the moment the Generic Agent is best for me as i can ensure that only tickets in the Closed State are Unlocked. But thanks for your hint, gave me some other good ideas to free tickets from agent that can't solve tickets in due time, i'll also look into SLA. Thanks -- Pete On Tue, Sep 15, 2009 at 10:22 AM, Obee, Daniel wrote:

Why not use the queue options as intended?

The idea behind it is to set the unlock time that suits the queue.

Example: Queue 'fast track'  is set to 1440min (a day) Queue 'long term development' is set to 5720 (four days)

Thus fast projects are immediately worked on by whoever and long term devs rest four days in one hand minimum.

I recommend to set a standard of 1440 for every new queue and adjust it if needed.

Greets

Daniel

-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Pete Gesendet: Montag, 14. September 2009 16:48 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Closed tickets in "Locked Tickets" view

Thanks for the hint.

Will use this aproach. "Solved" ;-)

-- Pete

On Mon, Sep 14, 2009 at 3:35 PM, IT easyap wrote:

...

We had the same problem and we solved it with a generic agent job that unlock all closed tickets.

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Pete Sent: lunes, 14 de septiembre de 2009 13:47 To: User questions and discussions about OTRS. Subject: [otrs] Closed tickets in "Locked Tickets" view

Hi,

being a newbie in OTRS and not being abble to find the answer i want to ask why when i select my "Locked Tickets" View i also see tickets that have already been closed ?

I'm Usind OTRS 2.2.7 on Debian 5

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