On Sunday, May 09, 2004 10:38 PM
Daniel Seifert
$ cat ~otrs/var/cron/unlock 35 * * * * $HOME/bin/UnlockTickets.pl --timeout >> /dev/null
This was set by the OTRS rpm default installation and the unlock time matches the cron-job run time.
So I guess it's a bug in UnlockTickets.pl
I don't. We forget the $Self->{UncountedUnlockTime}. Let's see: The ticket came in on 28st of April, 19:18:06, the owner is root. You became owner at 20:55:45. You and the customer then did something on the ticket, and you set it to 'pending auto close+' on 4th of May, 15:00:18, the pending time (doesn't really matter here) is set to 7th of May, 14:59. An hour later the customer sended another Followup, setting the ticket to state "Open". This is very important - the ticket won't have unlocked if no FollowUp had been received. The owner is changed back to 'root@localhost', what is probably undesirable. Now we're coming to the 5th of May, 01:35, one point in time the regular UnlockTickets.pl is run. Overlooking the code in UnlockTickets.pl, I see some calculations going on there dealing with the parameter $Self->{UncountedUnlockTime}. In short, the parameters holds the hours from Fri, 16:00 till Mon, 06:00 to not be counted as Unlock Time. Calculating back from the 5th of May, 01:35 5000 hours and taking the above into account, I believe you land up somewhere near the ticket create time. Can you confirm this? Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388