[otrs] ticket lock and responsible feature questions

[Nils Breunese (Lemonbit)]

Gabriele D'Andrea wrote:

>> 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.
>
> If that's the danger , is affordable to us, cause in our  
> environment is not likely to happen that two agents perform actions  
> on tickets at the same time.
> The only thing important is not to have some kind of disalignment  
> in OTRS and its DB

I'm sure that if these settings could corrupt the database they  
wouldn't have been implemented.

>> 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.
>
> OK, so it's just a label, some kind of reminder, which doesn't  
> affect OTRS normal behaviour?

I believe so. I have not tried this feature actually.

Nils Breunese.
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