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OTRS - Show locked Tickets in Queue-View

Posted Fri, 26/03/2010 - 16:21 by andreas

 

Problem description:

Locked tickets are not shown in the Queue-View by default.

 

Solution:

  • In the admin-area click on "Sysconfig"
  • Search for the string "Viewable Locks"
  • Afterwards click on "Core::Ticket" on the right
  • Then search for the parameter "Ticket::ViewableLocks"
  • Afterwards click on the "New"-Button and then add the string 'lock' (see Screenshot)

  • Afterwards also locked tickets are shown in the Queue-View.

 

Because of a bug the "New Messages" and "Locked Tickets" entries in the menue bar always show zero new messages and zero locked tickets. To solve this problem you have to follow the next steps::

  • Open the file Kernel/System/Ticket/IndexAccelerator/RuntimeDB.pm RuntimeDB.pm
  • Within this file search for the string:

    . " ti.ticket_lock_id NOT IN ( ${\(join ', ', @ViewableLockIDs)} ) AND "

  • and replace it with the following string:

    . " ti.ticket_lock_id NOT IN ( ${\(join ', ', 1,3)} ) AND "

  • Save the file and you are done

 

Your rating: None Average: 1.2 (41 votes)

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