No automatic reply when changing priority - only in one queue

[mppl]

Hello all

For unknown reason OTRS doesn't send information about owner change only for one queue during changing priority. My settings of 'Ticket::Frontend::AgentTicketPriority###RequiredLock' is set to 'Yes'. For messages in other queues and subqueues everything works as expected.

I have checked everything I could including googling and currently run out of ideas. Could anyone have any clue?

OTRS version is 3.3.12 and it is installed as appliance.

Thanks in advance!

[crythias]

1) don't use appliance for production.

For unknown reason OTRS doesn't send information about owner change only for one queue during changing priority. My settings of 'Ticket::Frontend::AgentTicketPriority###RequiredLock' is set to 'Yes'. For messages in other queues and subqueues everything works as expected.

Agent preferences Yes, Queues highlighted in "My Queues" for the appropriate agent. Also that agent isn't self.

[mppl]

Thank you crythias for answer. I'd like to clarify few things.

1. Why appliance is not recommended for production?
2. I admit I do not understand your words "Agent preferences Yes, Queues highlighted in "My Queues" for the appropriate agent. Also that agent isn't self." Could you be more descriptive? I'm not super familiar with OTRS.

Thanks and regards

[crythias]

1) because it's just for "trying out" and has no effective support or upgrade path.
2) What part are you confused? I didn't really want to type a lot, as if you don't know where agent preferences are, take a look at the manual

[mppl]

1) because it's just for "trying out" and has no effective support or upgrade path.

Understood. Thanks.

2) What part are you confused? I didn't really want to type a lot, as if you don't know where agent preferences are, take a look at the manual

I know where preferences are - I did not understand what you meant. Now I have read it few times and got it Unfortunately queue is on 'My queues' list. Moreover problem affects all agents for this particular queue only.

[crythias]

Queue is highlighted, right? And queue system address is allowed to send? And what difference in log between a ticket in a queue that works and a ticket in the affected queue?