RE: [otrs] Malfunction of ticket lock ?

28 Aug 2003

      No, jmartins only has read and write access to the specific queue.
Its still supposed to happen this way ? 
If I take out the write access... Is jmartins only able to "look at" the
tickets? Where in the documentation are the roles/permissions explained
? (so I don't waste more bandwith to you folks)

Thanks,

 DC

-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Erik Mathis - ATL Dunwoody Staff
Sent: quinta-feira, 28 de Agosto de 2003 16:04
To: User questions and discussions about OTRS.
Subject: RE: [otrs] Malfunction of ticket lock ?

That's correct, does jmartins have admin rights? If so then he can do as
he pleases.

Erik Mathis
AIU Dunwoody Network Administrator
...
-----Original Message-----
From: Duarte Cordeiro [mailto:Duarte.Cordeiro@cm-lisboa.pt]
Sent: Thursday, August 28, 2003 8:08 AM
To: 'User questions and discussions about OTRS.'
Subject: [otrs] Malfunction of ticket lock ?
I run into a problem today...
Someone took a ticket from a queue and took control of it:
Lock  Ticket lock.  -  cfernandes (Carlos Fernandes)
08/28/2003 11:41:04  
OwnerUpdate  New Owner is 'cfernandes' (ID=4).  -  cfernandes (Carlos
Fernandes)  08/28/2003 11:41:04
Another user suposelly looked to the queue and saw that
ticket (I suppose it happened before the lock). And promptely 
went to solve it, taking its ownership:
SendCustomerNotification  Sent notification to '"Helpdesk"
'.  08/28/2003 11:41:05  
OwnerUpdate  New Owner is 'jmartins' (ID=6).  -  jmartins (Jorge
Martins)  08/28/2003 11:43:30
How the hell can this happen ?
Even if the later user view hasn't refreshed (and for him the
ticked is still unlocked and without owner), OTRS shouldn't 
allow a user to take ownership from a ticket who is already 
assigned... or should ?
I though that when a user locks and sets the ticket ownership
to him, it disappeared from the other users views.. Am I 
wrong with this though ?
Thanks,
DC
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