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.
Hi Mike, This is regulated per Queue - "Unlock timeout minutes" - "0 =
no unlock" Regards, Fritz
Thank you Fritz!!! I knew I'd be embarrassed :-)
However, now I wonder if the SysConfig search works as I assumed. So,
for my next dumb question: I still cannot get it to come up in the
SysConfig search even knowing the exact field title.... is there an
index I need to rebuild, or does SysConfig not search Key names, or some
other reason I can't find this value ???
Thanks again,
MikeM
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