if the unlock timeout is set and ticket are not unlocked you should insert in cron a line with something like (this is the one I use): 0 8-20/2 * * 1,2,3,4,5 /opt/otrs/bin/UnlockTickets.pl --timeout for the second point you are probably talking about the fact that an agent is trying to reply a ticket that is in charge at another agent ?if yes, the last agent should take ownership of the ticket. for the genericagent job I've never used at the moment as "batch" but I think that if you build a genericagent job in sysconfig you can call it with the parameters as in help: GenericAgent.pl - OTRS generic agent Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ usage: GenericAgent.pl [-c 'Kernel::Config::GenericAgentJobModule'] [-d 1] [-l <limit>] [-f force] usage: GenericAgent.pl [-c db] [-d 1] [-l <limit>] [-b (note: only 10,20,30,40,50,60,... minutes make sense)] [-f force] Use -d for debug mode. HTH MV On Mon, Jan 11, 2010 at 4:17 PM, Luís Gomes wrote:

Hello,

I have the unlock timeout defined but what exactly should the generic agent do?

I also have another question in regards to unlock: Sometimes an agent may be expecting some information from a 3rd party and isn't able to reply before the unlock timeout reaches. How can i stop the timeout on these cases?

Thanks.

On Mon, Jan 11, 2010 at 2:22 PM, Marco Vannini wrote:

...

hi Luis,

I was thinking on 2/3 solutions that for me would be usefull:

1. setting unlock timeout on the queue 2. a genericagent jobs scheduled to run Friday 3. whip agent if they don't set outofoffice on friday :D

MV

On Mon, Jan 11, 2010 at 3:13 PM, Luís Gomes < luis.strawberryworld@gmail.com> wrote:

...

Hello,

New otrs user question: What would it be the best solution with OTRS to handle weekends where there are fewer agents. How to handle their tickets if they get replies?

Thanks

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