Hi,
a queue-specific unlock-time can be set.
After this time has elapsed on a locked ticket, this ticket will be
unlocked with running ~/bin/UnlockTickets.
How can this unlock-feature be used?
E.g. to prevent that that tickets get dusty if they are forgot by an agent?
I think the unlock-time is reset if a agent take action on a ticket
(e.g. writes a mail to the customer)?
*** What specific other events do reset the unlock-time?
I've found in the sourcecode that
Kernel::System::Ticket.pm->TicketUnlockTimeoutUpdate
can be used to reset the unlock-time, but this function seems not to be
used within OTRS. Why?
Bye, Alex
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