[SOLVED] Ticket should not get unlocked

[zip]

Hello

i have this situation:

Agent A is sending a email to otrs to create a ticket for Agent B. The ticket is auto assigned and locked via postmaster filters. Agent A sets the service and other two dynamic fields in the ticket overview. A generic agent is moving the ticket from Queue "Controlling" to "Controlling::Cubeware" because of setting the service to "Cubeware". Then all agent of this queue are getting the Move-Notification and the tickets is getting unlocked. Why is the ticket get unlocked and because of this (i guess) all agents of the group are getting the notifications? Its everytime a agent is moving a ticket to another queue that the ticket is getting unlocked, and if yes, how can i disable that?

otrs_history.jpg

thanks

[crythias]

Turn off unlock on move in SysConfig.

[zip]

thanks a lot!

[crythias]

BTW, if anyone wonders why it's enabled by default, it's because sometimes (usually?) the queues have specific agents. A locked ticket by an agent not a member of a queue's group makes that ticket problematic.

[zip]

Now the ticket stay locked, but when i move a locked ticket from queue A to queue B, all agents of queue B are getting the move-notification. They should only get the notifications if the ticket is unlocked. Can i set this in sysconfig or do i have to make customized notifications?

[crythias]

According to Kernel/Modules/AgentTicketMove:

Code: Select all

    # move ticket (send notification if no new owner is selected)
    my $BodyAsText = '';
    if ( $Self->{LayoutObject}->{BrowserRichText} ) {
        $BodyAsText = $Self->{LayoutObject}->RichText2Ascii(
            String => $GetParam{Body} || 0,
        );
    }
    else {
        $BodyAsText = $GetParam{Body} || 0;
    }
    my $Move = $Self->{TicketObject}->TicketQueueSet(
        QueueID            => $GetParam{DestQueueID},
        UserID             => $Self->{UserID},
        TicketID           => $Self->{TicketID},
        SendNoNotification => $GetParam{NewUserID},
        Comment            => $BodyAsText,
    );

[zip]

ok thanks