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

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.

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"Nils Breunese (Lemonbit)" 11/27/2007 09:53 >>> Kris Jacobs wrote:

The default Locking is a problem that I will have to work around if I am going to use OTRS.

It looks like I can simply set Automatic Unlocking to something low like 2 minutes.

Locking is a key principle in any ticketing system I believe, and most people don't seem to have any problems with it. It is there to prevent problems actually. Why would your tickets have to be unlocked all the time? Nils Breunese.