I want to make sure that no locked ticket is ever unlocked by the system as a result of a timeout - so that only Agent actions can result in an unlock.
I've searched in SysConfig for every combination of "(un)lock", "time(out)" and "auto(matic)" I can think of, and changed several settings... but it still keeps happening.
Hi Mike, This is regulated per Queue - "Unlock timeout minutes" - "0 = no unlock" Regards, Fritz
Thank you Fritz!!! I knew I'd be embarrassed :-) However, now I wonder if the SysConfig search works as I assumed. So, for my next dumb question: I still cannot get it to come up in the SysConfig search even knowing the exact field title.... is there an index I need to rebuild, or does SysConfig not search Key names, or some other reason I can't find this value ??? Thanks again, MikeM