I'm fairly certain that won't work, since I have that configuration on my own system and tickets are still being locked. Personally, I'd love to have the system automatically unlock tickets after about 1/2 hr, but the "Ticket Unlock" feature actually only unlocks tickets which have been locked but for which no action has been taken (ie the response being sent, or the email being forwarded, or whatever). There's no convenient way to unlock tickets that are completely locked instead of just temporarily locked.
There is an option to unlock tickets when they're moved to another queue though. We have it set up on our system at work, and it solves a lot of our problems. I'm at home right now so I don't have access to our configuration file but I'll email out that setting on Monday if no-one's come up with a better solution before I have time to look it up. -- Chris Salter ---------- Original Message ----------- From: "Ron Shannon" <[EMAIL PROTECTED]> To: "User questions and discussions about OTRS." <[EMAIL PROTECTED]> Sent: Fri, 3 Oct 2003 17:56:13 -0700 Subject: RE: [otrs] Owner and locking > You can turn off ticket locking from within the Admin Area, Queues, > select your queue, then Change, then set " Unlock timeout (minutes) > :" value to "0", then click "Update Queue" > > -----Original Message----- > From: Drnak Marek [mailto:[EMAIL PROTECTED] > Sent: Fri 10/3/2003 9:21 AM > To: 'User questions and discussions about OTRS.' > Cc: > Subject: [otrs] Owner and locking > > > Hello all, > > we do not want to use the feature of locking and ownership of the > ticket, because we are tracking the ticket from one queue to > another queue to next agent and if first agent i.e. changed priority, > the second agent must first take ownership and after that he can > close. > > I would like to > either not to have owner and locking > or change of owner with moving to another queue. > > Does anyone know? > Thanks > Marek ------- End of Original Message ------- _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
