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

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cris12345
Znuny advanced
Posts: 105
Joined: 24 Feb 2017, 16:45
Znuny Version: 5.0.16.01
Real Name: Cristina Corrales
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Is it possible to avoid lock the ticket when it changes the owner inside the tickt?

Post by cris12345 »

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
Znuny newbie
Posts: 5
Joined: 21 Aug 2017, 15:28
Znuny Version: 5.0.21

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

Post by lunercom »

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
Znuny newbie
Posts: 43
Joined: 15 Sep 2017, 11:40
Znuny 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?

Post by kongyong92 »

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
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