> What is the reason for the Unlock Time out in OTRS?  I have created a

agent locks a ticket.
agent doesnt answer ticket.
agent dies.
ticket locked forever and is never seen again...


> Queue called Projects and there are 3 subqueues under this.  In one of
> the subqueue's of Projects a person will take posesion of the ticket
> but then about an hour later if you look in the history root@localhost
> has unlocked it back to the main Queue.
> the Unlock timeout is set to 5, I am assuming that if it is not worked

5 = 5 minutes.......
5 hours = 5*60 min = 300

> on in 5 hours that the system takes over and unlocks the ticket.... is
> there any reason Not to set it to 0 to default it to no unlock, so
> that root will not unlock the ticket?
> if anyone has seen this please let me know
> thanks