ACL to activate lock/unlock for admin users on all tickets

[MartinLaursen]

Hi Forum,

A little new in working with ACL on OTRS, and for all that I can find I have used the right settings for the ACL.
The ACL is to make lock unlock available to the admin always, no matter if the ticket is locked to another agent or not.
When activating the ACL I am receiving an error when opening a ticket that I do not have permissions for the ticket.

Best regards,
Martin

[root]

Hi,

This is not possible with an ACL. You'll need to adjust the Perl module.

What's the use case?

- Roy

[MartinLaursen]

Hi Roy,

It is due to one of my colleagues making a fault before going OOO, so all his tickets were not unlocked and therefore available for other agents.
Therefore I would make it possible to admins to correct the fault, by showing the lock/unlock button just as it shows to the agent when the ticket is locked to the agent.

I will just have to do a little more manual work than just unlocking them when such an error is made then.

[root]

Hi,

for one time issues use a Generic Agent to unlock. For everything else there's a SysConfig like Ticket::UnlockOnAway and 'Reset of unlock time.' for queues.

- Roy