Unlock on close?

[hkais]

I am having a new behavior on change from otrs5 to znuny 6

Tickets which are closed are keeping their state: locked

This results into that the users are getting shown closed tickets as locked. E.g. this locked tickets are about 50% already closed:

Screenshot_02727.png

I searched around and found

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Ticket::UnlockStateType

this was preset with

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new
open

I have added

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closed

and tried also

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closed successful
closed unsuccessful

In all cases I ran:

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sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::Ticket::UnlockTimeout 
Unlocking tickets that are past their unlock timeout...
Done.

Can someone point me what I am understanding wrong here and what I should configure properly to ensure the right unlock behavior on closed tickets?

[shawnbeasley]

Hi.

A couple of questions:

How are you closing the ticket?
Have you looked into the ticket history?
What does the log say when you close a ticket?

Closing a ticket will force an unlock. Another event could reopen it. This would be found in the history.

The option UnlockStateType is only used by the system when the timer for the queue runs out to ensure that tickets are not accidentally locked. Please reset this option.

You can use a generic agent to find closed and locked tickets and unlock them, or do this with a ticket search and bulk action.

[hkais]

thx!

it was done by adding a note.

Is it possible to disable this behavior?

[shawnbeasley]

Which behavior?

[hkais]

if someone is adding a note, that the ticket gets locked again if the ticket is closed

[jojo]

looks like a wrong configured note screen

[hkais]

looks like a wrong configured note screen

I assume you mean sysconfig?
any hint what parameters are "wrong" configured?

[skullz]

Perhaps this ?

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System configuration > Ticket::Frontend::AgentTicketNote###RequiredLock