How to disable ticket lock?

[peter_sk]

Hi!

OTRS automatically locks the ticket, when you change the owner. It locks it to new owner. Is there a way, to disable this feature?
Or maybe, how to set up the system, so that also locked tickets are shown in queue view? I know you can do this with Search function, but I'd like to display all the open tickets in the selected queue, locked and unlocked by default. BTW, I don't use responsible function...

Thanks!

[peter_sk]

If somebody else is looking for this solution. There is a setting in Sysconfig, under Ticket -> Core::Ticket. Just add a 'lock' value under Ticket::ViewableLocks, and everyone can see all the tickets in queue view, of course for the queue with permissions...

[crythias]

You can choose "Locked Tickets" in dashboard, btw.

[asima]

Hi

Even if you can see the tickets that are locked, is there a way so that it doesn't lock the ticket when you change the owner. The reason why I need this is because unfortunatelly sometimes we forget that we need to add note/ change queue first before changing the owner of the ticket. So after we submit the change of ownership then we are stuck.

If there isn't away to disable lock feature, is there a script that we can run to unlock all tickets?

Thank you

[crythias]

You can add a note to a locked ticket.

Config Options: Ticket -> Core::Ticket
Moving a ticket between queues unlocks them: (default enabled)
Ticket::EventModulePost###99-ForceUnlockOnMove:
Ticket event module to force tickets to be unlocked after moving to another queue.

Ticket::UnlockStateType:
The states for unlocked tickets. You can unlock tickets with the script "bin/UnlockTickets.pl"

There's also this: (default disabled)
Ticket::EventModulePost###1-ForceOwnerResetOnMove:
Ticket event module to reset and unlock the owner if ticket gets moved to another queue.

[asima]

Thank you crythias

I've set so that the bin/UnlockTickets.pl script running more regularly now. That seems to solve our issue.

[felix]

If somebody else is looking for this solution. There is a setting in Sysconfig, under Ticket -> Core::Ticket. Just add a 'lock' value under Ticket::ViewableLocks, and everyone can see all the tickets in queue view, of course for the queue with permissions...

Thanks for the tip, however when trying this, I don't get the expected result in tickets -> queueview. I am not able to see the all tickets by queue. Any idea why i can't cope with that?

[SLESSARD]

I am having the same situation where I'd like to disable the Ticket Lock feature completely (even remove the link Lock - Unlock)

Q1 - Is the only option to run bin/UnlockTickets.pl regularly?
Q2 - If so what the best way / how to schedule the execution of the .pl file?
Q3 - If there is another way to completely disable the feature and remove the links, how?

Thanks,

[crythias]

I suppose another option would be to adjust for each queue:
Unlock timeout minutes: 1

0 = no unlock - 24 hours = 1440 minutes - Only business hours are counted.

[SLESSARD]

Oh! Easy enough ... thanks a lot

[grgelisha]

If somebody else is looking for this solution. There is a setting in Sysconfig, under Ticket -> Core::Ticket. Just add a 'lock' value under Ticket::ViewableLocks, and everyone can see all the tickets in queue view, of course for the queue with permissions...

In this Case, I See Locked Tikets Count (we have Locked tickets) and Message Count being Nullified..
How to ensure both of these display their counts??
Thanks in Advance

[vinnie2k]

You can choose "Locked Tickets" in dashboard, btw.

How does the "Filter" option work, besides setting it to "All"? I tried

'Filter' => 'Locked' (as indicated in the Admin manual) but my unlocked ticket still appear in the dashboard.

Ticket::ViewableLocks: only has unlock and tmp_lock as options in the sysconfig.

[HervE]

Hello,

I disabled ticket locks from the start. Everywhere. So that tickets always remain unlocked.

What I did to achieve that:

1. For all queues, "Ticket lock after a follow up" = No

2. In SysConfig:
« Ticket -> Frontend::Agent::Ticket::ViewPriority », attribute ‘RequiredLock’ = No
« Ticket -> Frontend::Agent::Ticket::ViewClose », attribute ‘RequiredLock’ = No
« Ticket -> Frontend::Agent::Ticket::ViewOwner », attribute ‘RequiredLock’ = No
« Ticket -> Frontend::Agent::Ticket::ViewPending », attribute ‘RequiredLock’ = No
« Ticket -> Frontend::Agent::Ticket::ViewCompose », attribute ‘RequiredLock’ = No
« Ticket -> Frontend::Agent::Ticket::ViewForward », attribute ‘RequiredLock’ = No
« Ticket -> Frontend::Agent::Ticket::ViewBounce », attribute ‘RequiredLock’ = No
« Ticket -> Frontend::Agent::Ticket::ViewMerge », attribute ‘RequiredLock’ = No
« Ticket -> Frontend::Agent::Ticket::ViewPhoneOutbound », attribute ‘RequiredLock’ = No

Hope it helps.

Regards,
Hervé

[vinnie2k]

I need ticket locks. I just don't want them to appear in the dashboard.

[grgelisha]

I find this useful and related to this post
http://otrs-treff.de/en/otrs-show-locke ... queue-view

[ilyatr]

Hello.

OTRS automatically locks the ticket, when you change the owner. It locks it to new owner. Is there a way, to disable this feature?

I've commented in /opt/otrs/Kernel/Modules/AgentTicketActionCommon.pm strings (they start with #)

Code: Select all

        # set new owner
        my @NotifyDone;
        if ( $Self->{Config}->{Owner} ) {
            my $BodyText = $Self->{LayoutObject}->RichText2Ascii(
                String => $GetParam{Body} || '',
            );
            if ( $GetParam{NewOwnerType} eq 'Old' && $GetParam{OldOwnerID} ) {
#                $Self->{TicketObject}->TicketLockSet(
#                    TicketID => $Self->{TicketID},
#                    Lock     => 'lock',
#                    UserID   => $Self->{UserID},
#                );
                my $Success = $Self->{TicketObject}->TicketOwnerSet(
                    TicketID  => $Self->{TicketID},
                    UserID    => $Self->{UserID},
                    NewUserID => $GetParam{OldOwnerID},
                    Comment   => $BodyText,
                );

                # remember to not notify owner twice
                if ( $Success && $Success eq 1 ) {
                    push @NotifyDone, $GetParam{OldOwnerID};
                }
            }
            elsif ( $GetParam{NewOwnerID} ) {
#                $Self->{TicketObject}->TicketLockSet(
#                    TicketID => $Self->{TicketID},
#                    Lock     => 'lock',
#                    UserID   => $Self->{UserID},
#                );
                my $Success = $Self->{TicketObject}->TicketOwnerSet(
                    TicketID  => $Self->{TicketID},
                    UserID    => $Self->{UserID},
                    NewUserID => $GetParam{NewOwnerID},
                    Comment   => $BodyText,
                );

                # remember to not notify owner twice
                if ( $Success && $Success eq 1 ) {
                    push @NotifyDone, $GetParam{NewOwnerID};
                }
            }
        }

After this you should set necessary options in System Config (see RequiredLock optons) to No
When I change owner the ticket doesn't lock automatically.

BUT!!! I don't know is it true way or have problems in the future

If you test and have problems write this.


P.S. Sorry for my English.

[yuri0001]

Colleagues!
In my opinion, the refusal of the function "Lock" - is wrong, especially in large companies with multiple agents. It may be that one went out to execute the Ticket, but also her other picks up and starts to execute it also. This of course depends on the organization of work, but I think before you give up a mechanism should be clear about where it leads.
And how to turn it off - all right - you're right!

[vinnie2k]

We tried to not work with the lock mechanism - big mistake. It's useful AND trying to get rid of it will breaks other things.

[HervE]

Hello,

We've been working with OTRS without ticket lock for 7 months now, and we are quite satisfied.

...but we are only 5 agents, all located in the same office.

Regards,
HervE

[jcgar]

If somebody else is looking for this solution. There is a setting in Sysconfig, under Ticket -> Core::Ticket. Just add a 'lock' value under Ticket::ViewableLocks, and everyone can see all the tickets in queue view, of course for the queue with permissions...

This working for me in OTRS 4.0, but I just installed OTRS 5.0.10 and not working.

I want to always see "all tickets" and not "available tickets".

¿some help?.

[jojo]

please don't change needed parts in OTRS. You can use the Status View to see all unlocked + locked tickets or the dashboard.

[jcgar]

please don't change needed parts in OTRS. You can use the Status View to see all unlocked + locked tickets or the dashboard.

Thanks for your answer but I dont know how to do it.



I want to disable QUEUE (X/X) option. Agents need to see all status. In fact, what I want is that when agents do login in OTRS, they have pre-selected the "TIC" queue and see "all Tickets".

can you help me?