Hi G.
My interpretation and implementation of locks:
Locking tickets implies that an agent has taken ownership of that issue.
This prevents two agents from working on the same issue and therefore avoid
wasted time. I've also got an event based notification when this happens to
inform the customer who is dealing with their issue, so they know who to
contact directly.
As for number two I haven't dealt with escalation much, im sure someone else
will chip in though.
Regards,
David
On Wed, Dec 30, 2009 at 3:34 PM, Gerrit Tamboer
Hey Guys,
I have 2 newby questions.
1. What the use of locking tickets? When will a ticket be locked, and what is the benefit of this?
2. I have a ticket that is about to escalate because I didn’t reply within the estimated time, but I don’t have a reply yet, so I set it on pending reminder for 24 hours. Why is it still escalating?.......
Thanks in advance!
Regards
- *G*
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