Ticket keeping locked

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bmichelot
Znuny newbie
Posts: 88
Joined: 31 Jul 2013, 16:52
Znuny Version: 5.0.20
Real Name: Benoît MICHELOT
Company: Amphenol Air LB France
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Ticket keeping locked

Post by bmichelot »

Hi all,
Is there a way to configure OTRS to keep closed tickets locked to agent ?
Thanks for your help,
Regards,
christianclavet
Znuny newbie
Posts: 75
Joined: 27 Aug 2018, 13:50
Znuny Version: Community
Real Name: Christian Clavet
Company: Tact Group

Re: Ticket keeping locked

Post by christianclavet »

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.
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bmichelot
Znuny newbie
Posts: 88
Joined: 31 Jul 2013, 16:52
Znuny Version: 5.0.20
Real Name: Benoît MICHELOT
Company: Amphenol Air LB France
Contact:

Re: Ticket keeping locked

Post by bmichelot »

Hi Christian,
You were right.
The option is in the queue configuration.
Thanks for your help !
Regards,
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