It's in minutes, not hours. So if you set it to 5, that would be 5 minutes.
The reason, I think, for it timing out is so that if you have a ticket locked
and you go on vacation or something, it won't sit there waiting till you get
back. It will unlock it so that someone else can work it.
---
> What is the reason for the Unlock Time out in OTRS? I have created
a
agent locks a ticket.
agent doesnt answer ticket.
agent dies.
ticket locked forever and is never seen again...
> Queue called Projects and there are 3 subqueues under this. In
one of
> the subqueue's of Projects a person
