[otrs] How to disable all unlock timeouts

[Mike Morris]

I'm a bit embarrassed that I haven't been able to find all the relevant
setting(s) myself but... I haven't :-(

I want to make sure that no locked ticket is ever unlocked by the system
as a result of a timeout - so that only Agent actions can result in an
unlock.

I've searched in SysConfig for every combination of "(un)lock",
"time(out)" and "auto(matic)" I can think of, and changed several
settings... but it still keeps happening.

I've played with settings related to Notification of the timeout unlocks
etc... but haven't been able to stop the actual unlocking. The undesired
event causes an "Agent::LockTimeout" notification.

What critical setting am I missing? (fyi, v3.3.6).

Thanks,

MikeM
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[Friedrich Kölbel]

Am 31.10.2014 23:28, schrieb Mike Morris:
> I'm a bit embarrassed that I haven't been able to find all the
> relevant setting(s) myself but... I haven't :-(
>
> I want to make sure that no locked ticket is ever unlocked by the
> system as a result of a timeout - so that only Agent actions can
> result in an unlock.
>
> I've searched in SysConfig for every combination of "(un)lock",
> "time(out)" and "auto(matic)" I can think of, and changed several
> settings... but it still keeps happening.
>
> I've played with settings related to Notification of the timeout
> unlocks etc... but haven't been able to stop the actual unlocking. The
> undesired event causes an "Agent::LockTimeout" notification.
>
> What critical setting am I missing? (fyi, v3.3.6).
>
> Thanks,
>
> MikeM

Hi Mike,

This is regulated per Queue - "Unlock timeout minutes" - "0 = no unlock"

Regards, Fritz

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[Mathias Bräunling]

Hi,

31/10/2014 23:30 - Mike Morris wrote:

I want to make sure that no locked ticket is ever unlocked by the system
as a result of a timeout - so that only Agent actions can result in an
unlock.
 

unlock times of tickets is a queue setting. You define it in minutes.
If you set the unlock time to 0 no unlock will happen.

The time is just a trigger as to unlock the ticket. The unlocking itself is done via a the job otrs.UnlockTickets.pl (triggered via cron).

--Mathias