Closed tickets stay locked

[aph]

Our agents often close the ticket by replying to a customer and setting the next state to close. However, after the ticket has been closed, it appears in the 'my locked tickets' list. Is there a way to configure OTRS such that the tickets are unlocked when the state is set to closed?

[jojo]

normally this should heppen automatically. Please check the logs. Did you at any changes on the code?

[aph]

No changes to the code were made. The only thing different as such is that we have the next state field in a process ticket, which is often set to 'closed' when closing the ticket. But that doesn't account for tickets staying locked when closed with an e-mail. Logs also don't show any relevant entries.

I plan to bypass the problem by running a generic agent which is executed on state update. I filter for state=closed and ticket action is Set new ticket lock=unlock. Are there any pitfalls in this solution?

[aph]

On testing the e-mail reply scenario, I could not reproduce the problem mentioned by the agent. Ticket is set to unlocked when I reply to a customer and set the state to closed. However, the problem does occur, if the state is set to closed via the activity dialog in process ticket (the ticket stays locked). Any idea why this behaviour?

[jojo]

check history of the affected tickets

[aph]

I opened a ticket (state open), locked it and set the state to 'closed' in an activity dialog. The ticket remains locked.

The history has the following entries:

Code: Select all

NewTicket: New Ticket ......
Lock: ticket locked
Misc: Reset of unlock time. 
StateUpdate: Old:Open New:Closed

[jojo]

of the ones which stay locked but closed.

[aph]

These are precisely from such a ticket.

[wurzel]

Hi,

ist it a process ticket? Then you may be unlock it via TransitionAction.

Flo

[aph]

Yes it is a process ticket and has only one activity dialog and no transitions.

The idea here was to have 'general' fields (queue, type etc) on the ticket creation mask. Depending on the queue, a 'process' is started and the activity dialog contains fields specific to that queue and hence no transitions.

I'm currently bypassing the problem by running a generic agent which is executed on state update and if state==closed (filter) the ticket is unlocked (action). I wonder if there is a 'cleaner' solution.

[aph]

any ideas if there is a solution where I don't have to use generic agent?