A ticket has be locked while you are working on it! To unlock a ticket after a move to a new queue, add the following line to your Config.pm:
$Self->{'Move::ForceUnlockAfterMove'} = 1;
But.. but.. I'm not aculy working on the tickets.. and I dont want to force unlock just becouse "any" ticket is moving from one queue to another. This only happends when running a bulk-move not if you do it for a single unlocked ticket. What I want is the same behavor as a single move has but on bulk-action. Consider the following: You have 10 messages in the Support queue. These are actualy supposed to be in the Sales queue becouse it aint a support issue but a Sales thing. Here I dont want to lock the ticket just move it to the Sales queue. On the other hand I might have 5 tickets that I have locked in the Support queue that is supposed to be in Advanced-Support .. sense I'm aculy working in both queues I whish to keep the ticket but move it to the correct queue for future answering back to the customer. Here I dont want the tickets unlocked rather keep it in its current state. Well.. its just a sugestion.. if you dont want to impl. it its ok.. then we'll have to do without the feature. OTRS is the best ticket handler on the market if you'd ask me.. atleast from those I've tried. Regards, Patrik
On Mon, 11 Oct 2004 15:57:32 +0200, Patrik Forsberg
A ticket has be locked while you are working on it! To unlock a ticket after a move to a new queue, add the following line to your Config.pm:
$Self->{'Move::ForceUnlockAfterMove'} = 1;
But.. but.. I'm not aculy working on the tickets.. and I dont want to force unlock just becouse "any" ticket is moving from one queue to another. This only happends when running a bulk-move not if you do it for a single unlocked ticket. What I want is the same behavor as a single move has but on bulk-action.
Consider the following:
You have 10 messages in the Support queue. These are actualy supposed to be in the Sales queue becouse it aint a support issue but a Sales thing. Here I dont want to lock the ticket just move it to the Sales queue.
On the other hand I might have 5 tickets that I have locked in the Support queue that is supposed to be in Advanced-Support .. sense I'm aculy working in both queues I whish to keep the ticket but move it to the correct queue for future answering back to the customer. Here I dont want the tickets unlocked rather keep it in its current state.
Well.. its just a sugestion.. if you dont want to impl. it its ok.. then we'll have to do without the feature. OTRS is the best ticket handler on the market if you'd ask me.. atleast from those I've tried.
Regards, Patrik
Patrik, I created a patch that provides the option on the bulk action page to unlock tickets after submit. Please see my post on the dev list titled: "Patch to Bulk Action - Option to allow unlock of tickets". Hth, Tyler Hepworth
participants (2)
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Patrik Forsberg -
Tyler Hepworth