On Wednesday, May 05, 2004 6:24 AM
Daniel Seifert <[EMAIL PROTECTED]> wrote:
> For example, I had an open ticket where I send the customer a reply
> yesterday at 15 o'clock, which changed the status of the ticket from
> open to "pending auto close+". An hour later, the customer send a
> reply.
>
> 9:35 hours later, the ticket became unlocked and I received an email
> with the subject "Lock Timeout!". The queue the ticket is in was set
> to 7000 minutes timeout for escalation time and 5000 minutes for
> unlock timeout.
>
> Here are the last few lines of the history:
>
> StateUpdate Old: 'open' New: 'pending auto close+'
> x dseifert (Daniel Seifert) 04.05.2004 15:00:18
>
> SetPendingTime Set Pending Time to 2004/05/07 14:59.
> - dseifert (Daniel Seifert) 04.05.2004 15:00:18
>
> FollowUp FollowUp for [2004042810000334].
> x [EMAIL PROTECTED] (Admin OTRS) 04.05.2004 16:00:11
>
> StateUpdate Old: 'pending auto close+' New: 'open'
> - [EMAIL PROTECTED] (Admin OTRS) 04.05.2004 16:00:11
>
> Unlock Ticket unlock.
> - [EMAIL PROTECTED] (Admin OTRS) 05.05.2004 01:35:01
>
> The previous reply from me had to wait 4.5 days (mail received on
> 29.04.2004 14:18:08, reply sent 04.05.2004 15:00:18), but during these
> 4.5 days the ticket did NOT unlock! Just this night, after less than
> 10 hours, it did.
Which were those 5000 hours, weren't they?
> This happened regularly the last few weeks after I upgraded to 1.2.3,
> I didn't have this problem previously. No chances were made to any
> OTRS settings in this time (quite sure about that ;-))
>
> Please let me know whether I should file this as a bug.
Still thinking about the bug/feature thing...
Robert Kehl
--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
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