Hi, 31/10/2014 23:30 - Mike Morris wrote: 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. unlock times of tickets is a queue setting. You define it in minutes. If you set the unlock time to 0 no unlock will happen. The time is just a trigger as to unlock the ticket. The unlocking itself is done via a the job otrs.UnlockTickets.pl (triggered via cron). --Mathias