Kris Jacobs wrote:
Please describe then the exact work flow in OTRS for this scenario:
Agent A takes a telephone call, and records the support request as new ticket #42.
Agent A continues to take telephone calls, and records new support requests as new tickets #43, #44, #45, #46.
While Agent A is on a phone call and in the process of recording another support request as new ticket #47, Agent B looks at the queue.
Agent B decides to work on tickets #42, 45, and 46.
Those 3 tickets are locked right? Even though Agent A has recorded the requests, and moved on - they are locked and must be unlocked before Agent B can work on them?
What step by step actions must Agent B take in OTRS when he wants to work those 3 tickets? If Agent B must manually unlock them himself before assuming responsibility for them, that is unacceptable.
If agent A creates the tickets from the phonecalls, but doesn't intend to work on them, he should make sure they are not locked after creating them (either A should unlock the tickets or you could probably setup OTRS to not create phone tickets in a locked state). Then agent B can find them in the queue and decide to lock them if he intends to handle them. Agent B shouldn't normally even be allowed to unlock agent A's locked tickets, unless he has explicit rights assigned to do so. Nils Breunese.