Am Fr, den 07.05.2004 schrieb Robert Kehl um 16:52: Hi,
> > 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? I don't think so. 5000 minutes is just 3.5 days, this wouldn't make sense as it waited 4.5 days before. It may be the 7000 minutes, this would fit (but this is the escalation timeout). Nonetheless it doesn't make sense that it gives a timeout at all. OTRS should calculate the timeout from the last email received, not from some random earlier one. > > 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... If I were to bet money on it, I would put it on bug ;-) -- Daniel Seifert <[EMAIL PROTECTED]> _______________________________________________ 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/
