[SOLVED MYSELF] Unlock ticket after 2 hours if not processing

[Rick]

Hello,

I want to unlock ticket, if opened but not precessing by agent, and affect it to another agent.
I know it's possible but my search are bad.

Thanks

[Rick]

Ok, i found the solution.

Locked tickets can be automatically unlocked by the system. This feature might be useful if, for example, an agent has locked tickets that need to be processed, but he can't work on them for some reason, say because he is out of the office on an emergency. The automated unlock feature unlocks tickets after a given time to ensure that no locked tickets will be forgotten, thereby allowing other agents to process them.

The amount of time before a ticket is unlocked can be specified in the queue settings for every queue. The module bin/otrs.UnlockTickets.pl, which is executed periodically as a cron job, performs the automated unlocking of tickets.

Notifications on unlocked tickets are sent out only to those agents that have the queue with the unlocked tickets set in "My queues", and that have activated the notification on unlocked tickets in their personal preferences.