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 tickets.
The unlock time for tickets can be specified in the
settings
for every queue. The module bin/UnlockTickets.pl
,
which should be executed periodically via a cron job, performs the
automated unlocking of tickets. Tickets are unlocked only during the
hours set by the
TimeWorkingHours
configuration parameter. During days specified in
TimeVacationDays
and
TimeVacationDaysOneTime
no tickets are unlocked automaticlaly.
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 .