I set up a test-installation of a pure otrs 2.4.9 parallel to the productive one, with access to the same database. Looks like the above described bug is a bug in CiCS. Try this to reproduce:
* generate two tickets in a queue
* lock one of the tickets
--> you can see both tickets in AgentTicketQueue if you switch "show locked/unlocked tickets" on, and only the unlocked, if you choose to show only that. That's what it needs to be.
* now lock the second ticket
--> you will see NO ticket, wether you select to show all locked or not.
I will dig into the code to see how to solve that, but it would be nice if a dev could solve that one easily.
bei uns im Einsatz: OTRS: 2.3.4, OTRS: 2.4.9 (CiCS), OTRS: 3.0.17, OTRS: 3.1.11
OS: SLES 11.2
Apache 2/MySQL 5/Perl (5.10)