[otrs] unlocking of ticket

Hi, a queue-specific unlock-time can be set. After this time has elapsed on a locked ticket, this ticket will be unlocked with running ~/bin/UnlockTickets. How can this unlock-feature be used? E.g. to prevent that that tickets get dusty if they are forgot by an agent? I think the unlock-time is reset if a agent take action on a ticket (e.g. writes a mail to the customer)? *** What specific other events do reset the unlock-time? I've found in the sourcecode that Kernel::System::Ticket.pm->TicketUnlockTimeoutUpdate can be used to reset the unlock-time, but this function seems not to be used within OTRS. Why? Bye, Alex