Hi, Robert.
Here's another example on how useless the current timeout is:
09.05.2004 23:27:07 NewTicket
10.05.2004 20:07:02 OwnerUpdate, New Owner is 'dseifert' (ID=2).
10.05.2004 20:07:02 Ticket lock.
10.05.2004 20:07:55 SendAnswer
11.05.2004 21:45:06 FollowUp
12.05.2004 08:55:59 SendAnswer
13.05.2004 01:45:07 FollowUp
13.05.2004 06:46:53 SendAnswer
13.05.2004 20:14:18 SendAnswer
13.05.2004 22:09:12 FollowUp
14.05.2004 07:32:00 (I start to write an answer)
14.05.2004 07:35:01 Unlock due to Timeout
14.05.2004 07:45:50 SendAnswer
Remember, the timeout is 5000 minutes. A mail from the customer got
answered in less than a day, usually faster. This morning, though, OTRS
actually unlocked the ticket WHILE I was writing a reply!
--
Daniel Seifert