Tickets that are locked for 2 hours in new or open status unlock and put the message below into tickets that reside in CN queues – Base, Build Bench, Projects, Remote.
From: System Administrator
Subject: Ticket has been automatically unlocked
Text: This ticket was locked for more than two hours
without any progress. Please follow-up on this issue.
That message has been removed.
Tickets will continue to auto unlock and come back into the queues after 2 hours.
Wednesday January 6th, 2016 – 2:20pm
The message clutters the ticket and doesn’t add value to people using the ticket, queue, etc. This also reduces the amount of COHO e-mail that is sent to people associated with the ticket.