Automated Unlocking doesnt work for me

[hoberion]

Followed http://doc.otrs.org/3.0/en/html/x2168.html and searched on the forum but nothing solves my issue

I have done the following:

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Unlock timeout minutes: 1
* * * * *  $HOME/bin/otrs.UnlockTickets.pl --timeout >> /dev/null

ticket status are open and lock

but even manually executing the script (also with --all) doesnt work
has also no output (run as user otrs):

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$ $HOME/bin/otrs.UnlockTickets.pl --all
otrs.UnlockTickets.pl <Revision 1.7> - unlock tickets
Copyright (C) 2001-2010 xxx, http://otrs.org/
 Unlock all tickets:

[hoberion]

Noticed this behaviour also on my other (older: OTRS 3.0.5) otrs installation

running on Ubuntu 10.04.2 LTS

[hoberion]

since its not working is it possible to disable the locking entirely?

[hoberion]

anyone? did I post this in the wrong forum?

[crythias]

No, you didn't post on the wrong forum, but there's not much to reply to. It's either you not doing something correctly, or there's a bug, but in either case, it's apparently not an issue for anyone who visits the forums. Are you also saying that nothing appears in System Log when you run the unlock.pl manually? Because I'd really hope that if it did anything, it would log that it happened.

[MichaelR]

If you feel that locking is inappropriate you can disable it entirely.

Although it does require a fair amount of code changes to stop all the automatic locking.

[renee]

You could write an event handler for the TicketLockUpdate event and unlock the ticket (don't forget to "exit" if the ticket is already unlocked to avoid infinite loops).

[renee]

BTW: There is already an event module that you can use: Kernel::System::Ticket::Event::ForceUnlock. You just have to change the events, this module listens to. In the SysConfig at "Ticket -> Core::Ticket" you can find "Ticket::EventModulePost###910-ForceUnlockOnMove". There you have to change the event from TicketQueueUpdate to TicketLockUpdate.

You have to check if this ends in an infinite loop. To avoid this, you can edit Kernel/System/Ticket/Event/ForceUnlock.pm and add

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    my %TicketData = $Self->{TicketObject}->TicketGet(
        TicketID => $Param{Data}->{TicketID},
    );

    return if $TicketData{Lock} eq 'unlock';

right before TicketLockSet is called...

You should disable the "lock" link in the ticket menu to avoid confusion ("Hey, I clicked 'lock' but the ticket is still unlocked!").

[MichaelR]

Yeah, I have gone through and systematically removed all references to 'lock' anywhere.

[hoberion]

did the same to prevent auto locking


"Just wanted to add in a little thing, u can actually disable the Locking
feature, by simply changing all "RequiredLock" in all necessary settings to
No instead of the default Yes."

http://lists.otrs.org/pipermail/otrs/20 ... 35435.html

[MichaelR]

Then you still get the issue of owner updates locking the ticket. I think there are a few other cases where the ticket will lock.