After reply a ticket should not automatically be locked

[SonnyB]

Hi folks,

it is my first post to this forum. I am a happy new user of OTRS, we are using it in our travel agency since some weeks and we are very happy with our decision to choose OTRS. now i am in the position to enhance the system, as the default settings seems not sufficient for us.

here is a current issue we are having:

After sending a reply a ticket should not automatically be locked.

Currently when answering to a ticket, the owner / responsibility changes of the ticket. This is ok, but: the ticket should NOT automatically be locked after answering. Locking a ticket after a reply should be a manual action, not a standard action (i am not sure how you will handle the issue when someone is still working / progressing a ticket, here you can use automatic lock functions, but as soon as the ticket as replied or the agent moves on to the next ticket, the ticket should NOT be locked automatically.

I would like to know if this is a configuration thing, i can do by my self or do I need a developer for this.

Thanks in advance!

[micshi]

Set the following configuration item to No.

Ticket::Frontend::AgentTicketCompose###RequiredLock

[SonnyB]

Great! Thank you very much