Unlocking escalated tickets

[johncryan]

Hi,

Reading http://blog.otrs.org/2011/09/22/otrs-ti ... calations/ which is a very good blog, says:

If the ticket is locked to an agent, the system unlocks it so that other agents can take action on the ticket

I set up escalations, and they are working fine, but the tickets do not unlock as suggested.
I cannot find anything in the OTRS docs, that say the same thing, so I'm wondering if it's actually correct.
I figured how to unlock the tickets with a Generic Agent task, but is this the correct way to do it, or is there something wrong with my configuration?

Thanks
John

[wurzel]

Hi,

I think, that this is wrong. A escalated ticket is not unlocked in the event but it will send the mails to other agents with propriate permission.
The other agent(s) can take ownership and work on.

You can configure an unlock in event based generic agents.

Florian