Hi all,
Is there a way to configure OTRS to keep closed tickets locked to agent ?
Thanks for your help,
Regards,
Ticket keeping locked
Moderator: crythias
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- Znuny newbie
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- Joined: 27 Aug 2018, 13:50
- Znuny Version: Community
- Real Name: Christian Clavet
- Company: Tact Group
Re: Ticket keeping locked
Hi!
Check your queue configuration. There is an unlock timeout there that is probably set there. But I have never tested it on closed tickets.
If the system unlock the ticket when closed, you could probably use a generic agent, and check for the statusupdate | Lockupdate event, then check for if a ticket is being closed and that it was locked, then change back the lock on the ticket.
Check your queue configuration. There is an unlock timeout there that is probably set there. But I have never tested it on closed tickets.
If the system unlock the ticket when closed, you could probably use a generic agent, and check for the statusupdate | Lockupdate event, then check for if a ticket is being closed and that it was locked, then change back the lock on the ticket.
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OTRS Community 6.0.11
Debian 9.0
MariaDB
OTRS Community 6.0.11
Debian 9.0
MariaDB
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- Znuny newbie
- Posts: 88
- Joined: 31 Jul 2013, 16:52
- Znuny Version: 5.0.20
- Real Name: Benoît MICHELOT
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Re: Ticket keeping locked
Hi Christian,
You were right.
The option is in the queue configuration.
Thanks for your help !
Regards,
You were right.
The option is in the queue configuration.
Thanks for your help !
Regards,