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

In this situation you can either add a note to the ticket which is already locked by the agent, or if you want to deal with the call you can take ownership of the ticket and deal with it. It is confusing if you are not used to working this way, infact we weren't and ran with the automatic unlocking of tickets every 5 minutes but then we got to the stage of not knowing who was dealing with what so we turned off the automatic unlocking and our agents lock tickets they are working on. Anything that is in an actual queue and can be seen needs dealing with, everything else is locked and being dealt with. I do agree that the StatusView should be turned on by default, after finding this gem everything became easier as we could then see at a glance who was working on what. Ste Kris Jacobs wrote:

So what do I do when someone in my department has a ticket locked, is out to lunch, and a user calls with more info or requests an update?

I should be able to grab that ticket and run with the ball. Period.

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Andy Lubel 11/27/2007 10:46 >>> Oh boy, here we go again...

Locking tickets is important for the enterprise, where support may not all be in one place and there may be many agents. Its also good for beancounting how much effort you spend on each request.

If you don't need ticket locking, just set up a shared mailbox in exchange and work your helpdesk that way!

Or search the lists for more info related to locking and get the full story on why it may be good for any helpdesk with more than a couple people acting as agents to have this.

Nils, don't you think OTRS really needs to expose that "status view" so these guys don't get freaked out that they don't have a way to see what tickets each agent has locked?

-Andy

On 11/27/07 10:35 AM, "Kris Jacobs" wrote:

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Hmmm... thank you Nils.

I'm used to working in Incident Monitor at a previous employer: http://www.monitor24-7.com/corp/prod_im_overview.asp

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

-Kris

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"Nils Breunese (Lemonbit)" 11/27/2007 10:15 >>> Kris Jacobs wrote:

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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.

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Andy Lubel Application Administrator / IT Department

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