[otrs] Locked tickets - how to disable
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Jean BROW
Apr 30, 2013, 5:00:17 AM4/30/13
to User questions and discussions about OTRS.
Hi,
Anyone know how I can disable the possibility to "lock ticket". I do not want agents to be able to "lock tickets", as they often do this and forget them.
Any suggestions?
Grzella, Mark
Apr 30, 2013, 5:22:27 AM4/30/13
to User questions and discussions about OTRS.
Hey Jean,
As I was facing a scenario similar to the one that you describe, I just created a proper cron job which runs in certain intervals and unlocks all tickets in status “locked”.
Simple but effective solution against agents forgetting to unlock tickets at the end of a day J
With kind regards,
Studienkreis GmbH
Mark Grzella
Junior IT-Projektleiter
Universitätsstraße 104
44799 Bochum
Tel.: 02 34/97 60 - 404
mgrz...@studienkreis.de
www.studienkreis.de
AG Bochum HRB 4581
Geschäftsführer:
Lorenz Haase
Bastian Schmidt-Faber
Bogdan Iosif
Apr 30, 2013, 5:24:03 AM4/30/13
to User questions and discussions about OTRS.
Ticket locking allows optimal work separation between agents. By having ticket X locked to agent A1, OTRS effectively prevents agents A2..N from wasting any time with ticket X, since it's currently handled by A1. It also allows agents to easily see which tickets are not handled at all or in a non-timely manner by presenting them with a list of just the tickets that are unlocked.
OTRS also has a method to prevent the ticket remaining locked to A1 beyond a specified duration. This helps prevent a situation where handling ticket X would take a long time, during which A1 becomes unavailable or forgets about ticket X. This would lead to ticket X remaining hidden from other agents since it's locked to A1.
OTRS also has a method to prevent the ticket remaining locked to A1 beyond a specified duration. This helps prevent a situation where handling ticket X would take a long time, during which A1 becomes unavailable or forgets about ticket X. This would lead to ticket X remaining hidden from other agents since it's locked to A1.
This feature is called ticket auto unlock. The auto unlock time is configured per queue and the ticket must be in one of the states defined in SysConfig for config "Ticket::UnlockStateType" in order for OTRS to actually unlock it automatically.
Thus, you could configure your OTRS system with a very low auto unlock time (10 minutes?) so that in practice it wouldn't matter if agents would lock tickets because your OTRS would switch them back to unlocked very quickly.
Thus, you could configure your OTRS system with a very low auto unlock time (10 minutes?) so that in practice it wouldn't matter if agents would lock tickets because your OTRS would switch them back to unlocked very quickly.
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