Alexander Scholler schrieb:
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?
Can it be that the automatic unlock is done regardless of any actions made by the agent? I found the german thread http://lists.otrs.org/pipermail/otrs-de/2004-January/000357.html that points to this behavior?
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