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

Perhaps this is a lot simpler in practice, but this whole Locking concept concerns me a bit. Here is a scenario: Agent A takes a call in the morning from a User. Agent A opens new ticket#101001, and begins troubleshooting. Agent A takes a few more calls - and while Agent A is on the phone with some other user, Agent B fields a call. This call is the same user as ticket#101001 - the user has some new information. Can Agent B simply open ticket#101001 and add the new information without worrying about "Locking"?

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"Nils Breunese (Lemonbit)" 11/27/2007 08:55 >>> Kris Jacobs wrote:

Ah, I just formulated some further thought:

Could I simply create 1 queue per agent?

That way, in this IT department, there would be one 'main' queue, and when a ticket is assigned or when someone takes ownership of the ticket, it is moved to an agent's individual queue. The department manager should always be able to view ALL tickets in ALL queues.

I don't see a need to create a queue for every agent, I'd say locking would be enough. I would enable StatusView (Frontend::Module###AgentTicketStatusView under Frontend::Agent::ModuleRegistration), which adds the StatusView button to the OTRS toolbar and the department manager could use that to get a quick overview of all tickets. Nils Breunese.