LockTimeOut Notification [SOLVED]

[SLESSARD]

We are not using the lock feature in OTRS simply because we are a very small shop and people are just not used to it therefore since we cannot simply deactivate the feature:

- I have set my queues to unlock every 1 min;
- Set all possible options in sysconfig not to lock after specific actions;
- I have a GenericAgent job running to unlock tickets every 10 minutes just to be safe (Queue = 1min don't always work)

With those options set, I was obviously expecting a lot of Timeout notifications to be triggered so I turned it off from the Preferences and Hidden the setting from the Preference page.

Problem is that we keep getting notification of all UnlockTimeouts ... although turned off in Preferences. Anything I'm doing wrong?? Or how can I turn off timeout unlock notification completely

[Wolfgangf]

did you also check the "Ticket lock timeout notification :" in the users setting?

[SLESSARD]

Yup ... I even turned it off at the sysconfig level for everybody and hide the section in the preferences

notification.jpg

[SLESSARD]

Any idea anyone ?? This is getting annoying!!

LockTimeout Notification is triggered while turned off (We don't need that at all for any of our users)
Watch Notification is not triggered while turned on (We need this to work)

No idea what is going on

[SLESSARD]

I ended up removing the setting option under Agent Preferences in sysconfig and modified a few module pages to prevent locking as we don't use locking in our environment

By having no locking whatsoever there is consequently no LockTimeOut Notification triggered. I couldn't find why the notification was sent when all options we set to No

Anyway case closed by some sort of workaround