Alexander Scholler <[EMAIL PROTECTED]>
Informationstechnik / AfOuI
VZA / Zimmer 631, Durchwahl -4451
Dirk Cleenwerck schrieb:
Hi there,
My question is this. In my settings I have
Ticket::Frontend::AgentTicketOwner###RequiredLock set to no.
I assume this to mean that when I set an owner it does not need to Lock
the ticket.
When I use the system and set an owner, it still changes the ticket to
locked though.
We don't want any tickets to be locked automatically, to avoid that
nobody can work on a ticket assigned to for instance Agent number 1, if
Agent number one hasn't actually locked it ( meaning that he is not busy
with this ticket yet), we always want the agents to manually lock
tickets. I checked all the settings I could find and as far as I know
RequiredLock is off everywhere.
I think the setting RequiredLock = yes means that you can only execute
this action if you are the owner and have already done the lock.
If seen right, I quick view on ~/Kernel/Modules/AgentTicketOwner.pm
(about line 340) shows that the ticket is always locked for the new
owner, meaning that this behaviour cannot be configured.
So I think you have to modify the source-code. Am I right?
How do I prevent the automatic lock of tickets when assigning an owner.
I'm using otrs-2.1.1-014-win32.exe
Thanks in advance.
Dirk Cleenwerck
Chief Programmer
Useitgroup NV
Bye, Alex
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