Hi Roy Changes made in SysConfig (or just about any of the OTRS configuration files) are reflected in OTRS immediately without the need to restart the webserver. Lars -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Roy Kaldung Sent: Tuesday, May 17, 2011 1:42 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] change ticket priority w/o acquire ownership On Tue, 17 May 2011 12:53:55 +0200, Francesco Pasqualini wrote:

Is there a way to change ticket priority w/o acquiring ticket ownership ?

I need a "supervisor" agent that must be able to change priority of every tickets.

Hi Francesco: Have a look into SysConfig and check the configuration settings for Frontend::Agent::Ticket::ViewPriority Changing Ticket::Frontend::AgentTicketPriority###RequiredLock from yes to no should work for you. Don't forget to restart your webserver. Regards, Roy -- Roy Kaldung --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Hi Roy, On Wed, May 18, 2011 at 14:13, Roy Kaldung wrote:

Sorry, I have to disagree. It depends on your installation. If OTRS is running on an Apache with mod_perl a restart is necessary when Apache::Reload is disabled or not proper configured.

Since OTRS 2.4.4 or so we actually bundle Apache::Reload with OTRS; so around > 98% deployments probably would have it enabled. Of course there are scenarios where you don't have it, for instance if you're running on nginx+fastcgi, or other more exotic configurations.

That's why I alway recommend to restart the webserver.

It's a bit like some old bureaucrat I knew, who verified copies he made on the copier word for word before he was convinced that the copy was OK. But then again, it does not per se *hurt* to restart the web server (unless maybe for your dear users). -- Mike

thanks, it works! (without restart in my environment) Francesco On Tue, May 17, 2011 at 1:42 PM, Roy Kaldung wrote:

On Tue, 17 May 2011 12:53:55 +0200, Francesco Pasqualini wrote:

...

Is there a way to change ticket priority w/o acquiring ticket ownership ?

I need a "supervisor" agent that must be able to change priority of every tickets.

Hi Francesco:

Have a look into SysConfig and check the configuration settings for Frontend::Agent::Ticket::ViewPriority Changing Ticket::Frontend::AgentTicketPriority###RequiredLock from yes to no should work for you.

Don't forget to restart your webserver.

Regards, Roy

-- Roy Kaldung

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