Owner update to Admin OTRS locks ticket

[Kilstapeter]

Hi everybody,
I have a 3.1.6 installation with ITSM 3.1.4 installed on a Win2k8 R2 server running Apache. A remote MS-SQL is used as DB and LDAP using Actice Directory for user authentication.

If an agent changes ownership of a ticket, locked or unlocked, to Admin OTRS, the ticket gets locked? We wish to use Admin OTRS as the default user for un-assigned cases, but that's not possible as long as Admin OTRS lock the tickets.

Any ideas? Is this by design? Can I change it?

The following was done in the attached picture:
1. Ticket was assigned to me
2. I unlocked the ticket
3. Changed owner to Admin OTRS
4. Owner was changed to Admin OTRS and the ticket is locked...

/Peter

[jojo]

works as designed.

[Kilstapeter]

For real? Why would anyone want Admin OTRS to lock their tickets? That way tickets won't show up as available in the queue unless, you would have to choose "view all tickets".
Is there another way/thought on how untaken tickets should be assigned? (i.e. new ticket arrives in OTRS, 1st line do their work on the ticket and then moves the ticket to 2nd line, although they don't know wich agent that will continue their work on the ticket, so they need to assign the ticket to a "default" user in the queue...)

[jojo]

The lock status indicates that nobody is working at the ticket right now, so there is no need to reset the agent manually.

On move there is also the possibility to automaticly set the owner to the root@localhost/Admin OTRS search for ForceOwnerResetOnMove in Sysconfig

[Kilstapeter]

Yes, but since Admin OTRS locks the ticket, it looks like someone is working on the ticket although thats not the case, and the ticket disappear from the "available tickets queue".
So I still can't understand the reason for Admin OTRS to lock the ticket? All tickets assigned to Admin OTRS should automatically be unlocked since Admin OTRS is not working with the ticket hence no reason to lock it and make it disappear from the available tickets queue, right?

/Peter

[jojo]

On move there is also the possibility to automaticly set the owner to the root@localhost/Admin OTRS search for ForceOwnerResetOnMove in Sysconfig


YOu can use a generic agent for unlock these tickets.

BUT: most users are not resetting the owner as the lock indicates if some is working on it

[Kilstapeter]

Yes our agents use the lock function to indicate that they are working on a ticket, but why is Admin OTRS automatically locking the ticket? Admin OTRS is not working on the ticket.

[jojo]

It is because somebody assigned a Ticket to this user.

If you don't change the user manually it won't happen.

[Kilstapeter]

So if user1 does some work on a ticket and then changes ownership of the ticket to user2 for some other work, although user 2 isn't working on the ticket yet, the ticket gets locked to user 2.
Can I disable this "autolock on new owner"-feature?

[jojo]

no, it can not be disabled as it is aver fundemental thing in the design of OTRS.

There is an autounlock per Queue after a certain time (can be stopped by pending state) which can unlock ticket nobody works on.