Dear all,

I have some point regarding configuration of Queue Ticket Unlock timeout setting to seek guidance,

In the Queue setting it said

“If an agent locks a ticket and he/she will not send an answer within this time, the ticket will be unlock automatically. So the ticket is viewable for all other agents.”

I had set it to 5 which suppose to mean after 5 minute the ticket should be unlock and the other agent shall able to see the ticket, but it seem to be not  working!

Is there any trick or step that I might miss out?  Do I have to set up a cron job to unlock the ticket?

I’m still on OTRS 1.3.2 on Suse 9.3 and Apche 2.0

Best Rgds

Nuttapong