Sure, you can try Unlock timeout: *(0 = no unlock - 24 hours = 1440 minutes - Only business hours are counted.)*
* * in the queue settings but you have to be sure that otrs service (in rc.d) is running because of unlock cron job should be scheduled. On Mon, Sep 14, 2009 at 3:21 PM, Varian Hebert <vheb...@ei3.com> wrote: > I find the locking of ticket very annoying, is there a way to make so no > ticket is locked or have them auto unlock after an amount of time passes? In > my environment I have a very small group of users and locking is getting in > the way. > > Regards, > Varian > > On Sep 14, 2009, at 8:48 AM, Marco Vannini wrote: > > You can also try to use "status view" button enabling it in Ticket -> > Frontend::Agent::ModuleRegistration > Frontend::Module###AgentTicketStatusView: > > 2009/9/14 David Holder <david.hol...@gmail.com> > >> Hi Grzegorz, >> >> To put it as simply as possible (and now I interpret it) locking ticket >> implies that whoever locked it is taking ownership of that issue and is >> therefore working on it. This helps prevents multiple agents working on the >> same ticket and consequently wasted time. >> >> All environments are different but for mine we have three agents, a >> typical situation is that a user e-mail supp...@ourcompany.com which >> generates a ticket, and we decide who should take responsibility of that >> particular ticket by deciding who's area of responsibility it is. >> >> If you wish to view all tickets (regardless of the type of lock) then go >> to Core::Ticket in sysconfig, locate Ticket::ViewableLocks, and add 'lock' >> into the list. >> >> Regards, >> >> David >> >> >> Grzegorz Marszałek wrote: >> >>> Hello, >>> >>> I'm begginer in otrs, moving from request tracker. I have problems with >>> concept of locking tickets - what it is for? how typical workflow with >>> locking should be? >>> >>> It seems that locked tickets "disappears" from queue and only person who >>> locked it can see it. It's not what I need (or I think it's not :) - I want >>> all agents see all tickets, and especially bosses of agnet to see what's >>> going on with all tickets. >>> >>> Cheers >>> --- >>> Grzegorz Marszałek >>> gr...@post.pl >>> >>> >>> --------------------------------------------------------------------- >>> 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 >>> >>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>> http://www.otrs.com/en/support/enterprise-subscription/ >>> >> >> --------------------------------------------------------------------- >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > > > -- > This message has been scanned for viruses and > dangerous content by *MailScanner* <http://www.mailscanner.info/>, and is > believed to be clean. > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > > > -- > This message has been scanned for viruses and > dangerous content by *MailScanner* <http://www.mailscanner.info/>, and is > believed to be clean. > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >
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