RE: [otrs] Practical Examples... Locking?

There's the option to differentiate between owner and responsible. Maybe that's what you're looking for. I have no experience with that one whatsoever, just know the feature exists: Switch on the ticket responsible feature in Config Options: Ticket -> Core::Ticket Ticket::Responsible: Greetz, Daniel -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Kris Jacobs Sent: Dienstag, 27. November 2007 14:14 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Practical Examples... Locking? OK, I understand the reasoning behind that, but it leads me to another question: In OTRS, isn't it plainly visible to all Agents when a ticket has been assigned to an individual? Here is what we have in mind at my organization: Support requests come in. The department manager either assigns tickets to individuals, or individuals take ownership of tickets in a proactive fashion. Anyone can look at all tickets - and when they look at a ticket that has been assigned or that someone has taken ownership of, it is obvious who is working on that ticket. I think of agents as resources - each ticket in the database structure should have an assigned resource, and ideally an owning resource. Meaning, those are two separate fields. Ticket table -Ticket # -Owning Resource (person who 'owns' this issue) -Assigned Reesource (person who is actively working this issue) Does this make sense? Does OTRS have functionality that supports this principle? Thanks! Kris Jacobs

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Shawn Beasley 11/27/2007 02:10 >>> Dear Kris,

I still do not understand what is meant by "locking" a ticket.

I do not understand why a ticket would be locked, unlocked, or what either of those terms mean in the context of an OTRS ticket.

A ticket lock is there to remove a ticket from the main queue (make it invisible) so that two agents are not busy working on the same ticket. As well a ticket will be locked when an answer is sent per email. It makes sense because the agent who was working on the ticket (send the email) is sometimes waiting on an answer. This prevents doubled efforts on one ticket. When the ticket is locked it is visible in the locked tickets section (uppper right hand section of the agent screen) The ticket is unlocked when it is visible in the queue structure. This alarms all agents who have this queue selected, or who navigate to this queue, that the ticket is free and needs to be attended I hope I have helped you. If you need detailed training in OTRS, feel free to contact us. ((enjoy)) Shawn Beasley -- ((otrs)) :: OTRS AG :: Europaring 4 :: 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/