RE: [otrs] What exactly is the "lock" function

Duarte Cordeiro wrote:

When a agent locks a ticket, it becomes "his" ticket. Other users can't "normally" see it (you can still see it, if you use the search). It becomes your, until your close it, or release it (unlock). You should lock a ticket when you start working on it, so that other users don't try to solve the same problems that you're working on.

Very good. Thanks. Tyler