Automatic unlock of closed & merged tickets not working

[Jeanette]

Hi!

I'm having issues with some of my tickets. It's not consistent, but I have an increasing number of tickets that won't "go away".

Basically the ticket when closed will not unlock so it still sits in the agent's "locked tickets" view. In the ticketzoom window the state will be open, the type default and it will show as unlocked. In the queueview the state is closed successfully, the type is defined (we have 5 types) and it shows as locked. Any actions to the state, type or lock in the ticketzoom window will not change the ticket - unlocking, changing the state or the type does not work.

The same has happened with a bunch of merged tickets. The ticket what was merged from will still be locked on the agent.

Here's an example:

My locked tickets:

2013-04-04 10_01_47-Locked Tickets - Ticket - Maze OTRS.png

Ticket zoom:

2013-04-04 09_59_56-1000388 - Zoom - Ticket - Maze OTRS.png

History (the last two lock statements are my attempts at unlocking it..):

2013-04-04 10_03_14-1000388 - History - Ticket - Maze OTRS.png

So for some reason the normal unlock after merge (and same for some closed) doesn't work. And it won't let me unlock automatically. Any ideas?

[Jeanette]

Interestingly I just noticed that it might not be just close related. This time I've got the same inconsistency in the ticketzoom and queueview on a new ticket that's still open. In the queueview the queue, state and lock have been modified. But in the ticketzoom view they're still at default, new and unlocked.

[Jeanette]

From my locked tickets I can mark them and select "unlock" or do a bulk action with "unlock tickets" set to "yes". This will unlock the tickets.

So somehow the ticket zoom is broken but the queue view still functions..

Any ideas?