Thank you for the answer, but can you give me a hint, where I have to change UnlockTickets.pl to unlock these tickets? Bye Christoph Robert Kehl wrote:

On Thursday, April 01, 2004 5:44 PM Christoph Kaulich wrote:

...

is there any sense that answered tickts are not unlocked? If the ' 'ticket_answered' filed in the ticket table is 1, the 'UnlockTickets.pl --timeout' does not get it. This confuses some of our agents.

This is by design. When a ticket has been answered, it won't get unlocked via a timeout. Only unanswered tickets are being unlocked, to give other agents the opportunity to work on the ticket without the cutsomer getting grey hair.

hth,

Robert Kehl

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