[otrs] ticket lock and responsible feature questions

[Nils Breunese (Lemonbit)]

Gabriele D'Andrea wrote:

> 1)
> I disabled ticket locking for all agents' actions.

I didn't know you could. Why did you?

> Is this somewhat dangerous, enabling two agents working together on  
> the same ticket?

I guess so. Define dangerous.

> What could happen if two agents edit the same ticket at the same time?

A customer could receive two separate responses from two agents that  
both didn't know the other was handling the ticket, for instance.  
That's already enough for us to see the use of ticket locking. It's  
also handy to see who is working on an issue and whether someone is  
working on an issue.

> 2)
> What is the responsible feature, what's its purpose and how it works?

The person responsible for handling a ticket is not necessarily  
always the person working on (locking) a ticket. It's just a way to  
track who's responsible for what.

Nils Breunese.
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