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

This concept of locking tickets seems very foreign and counter-intuitive to me.

It's quite simple. See it as a pile of papers which need to be processed by multiple people. When you process one piece of paper you take it from the pile to your desk (lock it) and process it, maybe put some notes to it etc. When you're done, you put it back on the pile (unlock it). When you know the customer will call YOU back this afternoon, you keep it on your desk (keep it locked), this way you are sure none of your colleagues will do something with this piece of paper during that time. The mechanism is very simple but powerful and one of the strong points of a system like OTRS. Richard