On Wednesday, May 05, 2004 6:24 AM
Daniel Seifert
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.
Which were those 5000 hours, weren't they?
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.
Still thinking about the bug/feature thing... Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388