otrs.UnlockTickets.pl does not work for me

[konstanta]

When I trying to run it with --all or --timeout args:

Code: Select all

root@otrs:/opt/otrs# bin/otrs.UnlockTickets.pl --timeout
otrs.UnlockTickets.pl <Revision 1.14> - unlock tickets
Copyright (C) 2001-2013 xxx, http://otrs.org/
 Unlock old tickets:

root@otrs:/opt/otrs# bin/otrs.UnlockTickets.pl --all
otrs.UnlockTickets.pl <Revision 1.14> - unlock tickets
Copyright (C) 2001-2013 xxx, http://otrs.org/
 Unlock all tickets:
 

But I have a lot of tickets that they are opened, locked and timeout for queues is set to 1.
Also I set Framework::Core::Time -> working hours - 24/7 , that's how our support works (just saw somewhere that timeout depends on working hours)...

Also tried to run this SQL query from otrs.UnlockTickets.pl script, but without last two lines...received a lot of strings in result:

Code: Select all

SELECT st.tn, st.id, st.timeout, sq.unlock_timeout
            FROM ticket st, queue sq
            WHERE st.queue_id = sq.id
                AND sq.unlock_timeout != 0
                AND st.ticket_state_id IN ( ${\(join ', ', @UnlockStateIDs)} )
                AND st.ticket_lock_id NOT IN ( ${\(join ', ', @ViewableLockIDs)} ) ",

Can someone give me appropriate values for

Code: Select all

( ${\(join ', ', @UnlockStateIDs)} )

and

Code: Select all

( ${\(join ', ', @UnlockStateIDs)} )

just whant to try run this query in MySQL to check the results.
Thanks.

[crythias]

from the same file:

Code: Select all

my @UnlockStateIDs = $CommonObject{StateObject}->StateGetStatesByType(
    Type   => 'Unlock',
    Result => 'ID',
);
my @ViewableLockIDs = $CommonObject{LockObject}->LockViewableLock( Type => 'ID' );

SysConfig:

Code: Select all

$Self->{'Ticket::UnlockStateType'} =  [
  'new',
  'open'
];
$Self->{'Ticket::ViewableLocks'} =  [
  '\'unlock\'',
  '\'tmp_lock\''
];

If these have been relabeled somehow, adjust either side.