Automated Unlocking

Locked tickets can be unlocked automatically by the system. This feature might be useful if an agent has locked tickets that need to be processed, but the agent can't work on this tickets because the agent is on holiday, for example. The automated unlock feature unlocks tickets after a given time to ensure that no locked tickets will be forgotten and other agents can process these.

The amount of time before a ticket is unlocked can be specified in the settings for every queue. The module bin/UnlockTickets.pl, which is executed periodically as a cron job, performs the automated unlocking of tickets.

Notifications on unlocked tickets are send out only to those agents that have the queue with the unlocked tickets set in "My queues" and that have activated the notification on unlocked tickets in their personal preferences .

Tickets will be unlocked if the following conditions are met:

The unlock timer will be reset if an agent adds a new external article to the ticket, of types email-external, phone, fax, sms, or note-external.

Also, if the last article in the ticket is created by an agent, and a customer adds a new article to the ticket, either via the web or via an email response, the unlock timer will be reset.

The last event that will reset the unlock timer is when the ticket is assigned to another agent.