auto unlcok tickets

[eneless]

Hi

As our setup requires that anyone be able to work on a ticket at a given point, I have set the inactivity unlock timer in all of the queues to 5 minutes.
Whilst this has rarely come into play as tickets are actioned in a timely fashion by staff, I have noticed that a number of tickets have remained locked despite the owner of the ticket being out of the office.
The only solution I found at the time was to take ownership of the ticket and then I could unlock/close the ticket.

Is there and additional setting I should check to resolve this?

[crythias]

that might be a cron issue with your Windows install.

[eneless]

OK.

So, looking at the text in the config of the Queue, it says: -

If an agent locks a ticket and does not close it before the unlock timeout has passed, the ticket will unlock and will become available for other agents.

The agents are not locking the tickets themselves. I think the tickets are locked as the agents are the ticket owners on creation.

Is setting a generic agent the only solution or is there a better way?

[ferrosti]

By default the job for unlocking old tickets runs every hour at .35 minutes. Maybe this is the issue here?

[eneless]

I have already changed the setting in the affected queue to unlock after 5 minutes

[ferrosti]

This is not about Queue settings, it´s a cron setting.
Have a look at your cron file, when and how often your unlocking job runs.

[jfreeman2nc]

So basically if I go into the OTRS\var\cron\unlock job I see the following

Code: Select all

# unlock every hour old locked tickets
35 * * * *  $HOME/bin/otrs.UnlockTickets.pl --timeout >> /dev/null

if I changed this to the following it should unlock tickets every 10 minutes correct?

Code: Select all

# unlock every 10 minutes old locked tickets
*/10 * * * *  $HOME/bin/otrs.UnlockTickets.pl --timeout >> /dev/null

Also, one question....every cron job file has a .dist extension, I thought that this was not a good thing, but I am having no issues currently with my CRON jobs.

[crythias]

Yes, and because you're using windows, the .dist isn't a problem though it's possibly going to be overwritten upon upgrade.

[jfreeman2nc]

Thanks, just wanted to make sure I wouldn't see any issues down the road by having the .dist extension. It makes sense, since the CRON job files revert to default settings if I upgrade. Which would be much easier if they let me use a Linux box in the office