How to auto lock & move a ticket after Decision is made?

[ohmygoh]

Hi,

How to auto lock a ticket after Decision is made by L2 or etc and move the ticket back to the owner??

Thanks.

Regards,
goh

[reneeb]

You can add a new GenericAgent job (Admin -> GenericAgent) that checks the Decision. And based on that you can add several ticket actions. But note that this action is not necessarily run immediately after the decision was set as the GenericAgent runs every x min (depends on your cronjob).

Another solution would be write a ticket event module. That module is invoked every time the event it is bound to is fired...