Dear all, I have some point regarding configuration of Queue Ticket Unlock timeout setting to seek guidance, In the Queue setting it said "If an agent locks a ticket and he/she will not send an answer within this time, the ticket will be unlock automatically. So the ticket is viewable for all other agents." I had set it to 5 which suppose to mean after 5 minute the ticket should be unlock and the other agent shall able to see the ticket, but it seem to be not working! Is there any trick or step that I might miss out? Do I have to set up a cron job to unlock the ticket? I'm still on OTRS 1.3.2 on Suse 9.3 and Apche 2.0 Best Rgds Nuttapong
On Mon, Aug 22, 2005 at 10:54:50AM +0700, nuttapong wrote:
[...] I had set it to 5 which suppose to mean after 5 minute the ticket should be unlock and the other agent shall able to see the ticket, but it seem to be not working!
Is there any trick or step that I might miss out? Do I have to set up a cron job to unlock the ticket?
I'am using OTRS 2.0.1, but I think it is similar. There should be a cronjob wich unlocks the tickets. This job runs once a hour. So you must change this. On SuSe you must edit this job in /opt/otrs/var/cron. After restarting OTRS it should be placed in your System. HTH, Alex -- Alexander Koch, mailto: ak@ilk.net ILK Internet GmbH, Akademiestrasse 25 - 27, D-76133 Karlsruhe Tel: +49 (0) 721 9100 0, Fax: +49 (0) 721 9100 191 http://www.ilk.net
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nuttapong