Is it possible to avoid lock the ticket when it changes the owner inside the tickt?

English! place to talk about OTRS development, programming and coding

Moderator: tto

cris12345
OTRS expert
Posts: 91
Joined: 24 Feb 2017, 16:45
OTRS Version?: 5.0.16.01
Real Name: Cristina Corrales
Company: -

Is it possible to avoid lock the ticket when it changes the owner inside the tickt?

Postby cris12345 » 11 Jul 2017, 19:29

Hello,

I know that in queue view and bulk there is a unlock tickets option.

But, Is it possible to avoid lock the ticket when it changes the owner inside the ticket?

I'm using KIX4OTRS so the change owner option is in the regular menu and also in ticket core data tab. But I dont know if is possible in both or just in one of these options or any one?

Thanks

lunercom
OTRS newbie
Posts: 2
Joined: 21 Aug 2017, 15:28
OTRS Version?: 5.0.21

Re: Is it possible to avoid lock the ticket when it changes the owner inside the tickt?

Postby lunercom » 21 Aug 2017, 15:42

You could use the Generic Agent to create a new rule.

Eventbased Execution
Trigger -> Ticket - TicketOwnerUpdate

Update/Add Ticket Attributes
Set new ticket lock: unlock

kongyong92
OTRS newbie
Posts: 29
Joined: 15 Sep 2017, 11:40
OTRS Version?: OTRS v5.0.10
Real Name: Kong-Yong
Company: Rhenus Logistics

Re: Is it possible to avoid lock the ticket when it changes the owner inside the tickt?

Postby kongyong92 » 01 Nov 2017, 12:17

not sure if this would resolve your issue.

Alternatively, i think you can go to sys config
GO to Core::Ticket
Look for
Ticket::EventModulePost###910-ForceUnlockOnMove
And
Ticket::EventModulePost###120-ForceOwnerResetOnMove

then, you can amend the settings accordingly.
Best regards,
Kong-Yong


Return to “OTRS Developers”

Who is online

Users browsing this forum: No registered users and 2 guests