Hi there, My question is this. In my settings I have Ticket::Frontend::AgentTicketOwner###RequiredLock set to no. I assume this to mean that when I set an owner it does not need to Lock the ticket. When I use the system and set an owner, it still changes the ticket to locked though. We don't want any tickets to be locked automatically, to avoid that nobody can work on a ticket assigned to for instance Agent number 1, if Agent number one hasn't actually locked it ( meaning that he is not busy with this ticket yet), we always want the agents to manually lock tickets. I checked all the settings I could find and as far as I know RequiredLock is off everywhere. How do I prevent the automatic lock of tickets when assigning an owner. I'm using otrs-2.1.1-014-win32.exe Thanks in advance. Dirk Cleenwerck Chief Programmer Useitgroup NV
Alexander Scholler
Hi there,
My question is this. In my settings I have Ticket::Frontend::AgentTicketOwner###RequiredLock set to no. I assume this to mean that when I set an owner it does not need to Lock the ticket. When I use the system and set an owner, it still changes the ticket to locked though. We don't want any tickets to be locked automatically, to avoid that nobody can work on a ticket assigned to for instance Agent number 1, if Agent number one hasn't actually locked it ( meaning that he is not busy with this ticket yet), we always want the agents to manually lock tickets. I checked all the settings I could find and as far as I know RequiredLock is off everywhere.
I think the setting RequiredLock = yes means that you can only execute this action if you are the owner and have already done the lock. If seen right, I quick view on ~/Kernel/Modules/AgentTicketOwner.pm (about line 340) shows that the ticket is always locked for the new owner, meaning that this behaviour cannot be configured. So I think you have to modify the source-code. Am I right?
How do I prevent the automatic lock of tickets when assigning an owner.
I'm using otrs-2.1.1-014-win32.exe
Thanks in advance.
Dirk Cleenwerck Chief Programmer Useitgroup NV
Bye, Alex
Hi again, Thanks, I commented the lines that lock the tickets there, and it works perfectly. My boss will be happy now ;) Dirk Cleenwerck Chief programmer Useitgroup NV Alexander Scholler schreef:
If seen right, I quick view on ~/Kernel/Modules/AgentTicketOwner.pm (about line 340) shows that the ticket is always locked for the new owner, meaning that this behaviour cannot be configured. So I think you have to modify the source-code. Am I right?
Bye, Alex
participants (2)
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Alexander Scholler -
Dirk Cleenwerck