Take care if your database gets big. I don't have too much experience with OTRS and I don't know how many articles you should have to consider it's database as "big", but with other Trouble Ticket solutions every cron job checked the whole database, causing a noticeable performace hit. Try to adjust the time for the cron job to that of the unlock time of the queue, so as not to run the cron job "too many times". Always count the "lag" between your cron job and the real unlock time, because if you set a cron exec time of 15 minutes, in the worst case scenario your real unlock time will be 29 minutes: 12:00 - cron job 12:01 - Ticket gets locked by an agent 12:15 - cron job 12:16 - ticket becomes "unlockable" (it's been locked for 15 minutes) 12:30 - cron job 12:30:01 - ticket gets unlocked. This lag is probaly what you where expecting with the cron job set every hour: up to 2 hours of real unlock time. Good luck! Victor. On 1 Mar 2005 at 22:03, Al Al wrote:

Victor,

Thanks for your reply. You sent me on the right track.

The problem was that the "unlock" cron job was running hourly, yet the queue's unlock timeout was sub-hourly. I set the unlock cron job to run every minute, and that solved the problem.

To the developers/packagers - Maybe to get rid of this confusion, the unlock cron job should run each minute by default, or the unlock timeout should not have sub-hourly granularity?

Thanks again,

Al Amin Khaef

----- Original Message ----- From: victor.rodriguez@valmesa.es To: "User questions and discussions about OTRS." Subject: Re: [otrs] Timed unlocking of tickets on OTRS 1.3.2 Date: Tue, 01 Mar 2005 09:10:35 +0100

...

Hi!

I not sure, as I haven't done it yet, but maybe you have to setup the cron jobs related to this actions. Take a look at http://doc.otrs.org/1.3/en/html/cronjob.html

Bye!

On 28 Feb 2005 at 15:58, Al Al wrote:

...

Hello,

Are there any gotchas to using the per-queue ticket lock timeouts on OTRS 1.3.2? I try setting the value, but tickets simply aren't being automatically unlocked. Am I missing something?

Thanks, Al -- ___________________________________________________________ Sign-up for Ads Free at Mail.com http://promo.mail.com/adsfreejump.htm

--- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. ---

--- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. ---