G'day,
By that logic, a agent can only work on it if the agent has the lock on
it (hence the owner). Once unlocked then the ticket get back to the queue.
In our situation, it's a dilemma for us. If ticket unlocked and return to
the queue then the queue will get very long as we get over 200 issues a day,
in addition to updates/follow-up's which could be at least 1000 a day.
That's alot within a week and flood the queue.
By common sense, a ticket should not be locked for more than the time
required to update the ticket. If a ticket exceeded the required time to get
resolved then that should be escalated for the responsible person to
follow-up.
Though, if the ticket is assigned to someone to work then it should not
return to the Queue. The ticket should stayed inside the agent "To Do" list.
To get around this, we need to create one queue per agent such that the
unlocked tickets don't flood the main queue. Is this what we should do?
Would like to hear how other people use OTRS in their environment.
On 1/15/07, Nils Breunese (Lemonbit)
Robert Bui wrote:
However, if I have on the Queue to unlock after 30mins for example, it disappeared from the "Lock Tickets".
Seems pretty logical to me.
It not in "New Message", "Responsible" or "Lock Ticket". If the agent is not working on the ticket, the ticket shouldn't be locked at all. Therefore, shouldn't be on the "Lock Tickets".
If a ticket reaches unlock time it should return unlocked into the queue it is in. By the way, in our company agents can have locked tickets they're not actively working on, but will be working on in the next couple of days. Of course we also have a much longer unlock time set. It all depends on your business setup.
Nils Breunese.
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