Unlock timeout minutes = 0, yet notifications are sent

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DavidB
Znuny newbie
Posts: 18
Joined: 11 Sep 2017, 21:42
Znuny Version: 5.0.23
Real Name: David Bénicy
Company: Université de Sherbrooke

Unlock timeout minutes = 0, yet notifications are sent

Post by DavidB »

We've recently updated to OTRS 5.0.23, since then agents are receiving the "Ticket lock timeout notification" event if the setting "Unlock timeout minutes" is set to 0 for their queue. (0 = no unlock)
We've made the run around to make sure this notification was not triggered by another event by mistake but it's not the case.
We are unable to explain with these notifications are sent.
When looking at the ticket history we always have the same sequence with a second of each other.

StateUpdate - > State before "What ever state was" After "Closed successful"
Unlock -> Ticket unlock
Misc - > Reset of unlock time.
SendAgentNotification -> "Ticket lock timeout notification" notification was sent to "userName" by "Email".

Anyone has clues for us?
Thanks
DavidB
Znuny newbie
Posts: 18
Joined: 11 Sep 2017, 21:42
Znuny Version: 5.0.23
Real Name: David Bénicy
Company: Université de Sherbrooke

Re: Unlock timeout minutes = 0, yet notifications are sent

Post by DavidB »

bump - problem still occuring
jojo
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Re: Unlock timeout minutes = 0, yet notifications are sent

Post by jojo »

It seems you require commercial support....

Did you try to:
- analyze log files
- update to the latest patch file
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DavidB
Znuny newbie
Posts: 18
Joined: 11 Sep 2017, 21:42
Znuny Version: 5.0.23
Real Name: David Bénicy
Company: Université de Sherbrooke

Re: Unlock timeout minutes = 0, yet notifications are sent

Post by DavidB »

Thank you for your reply jojo,

We did analyze the log files. We were looking into updating but for the past 2 days the situation did not occur and it was quite frequent.
I guess OTRS got scared of the thought of commercial support...

We will wait a bit to see if the situation resolved itself magically!
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