Hi Grzegorz,
To put it as simply as possible (and now I interpret it) locking ticket implies that whoever locked it is taking ownership of that issue and is therefore working on it. This helps prevents multiple agents working on the same ticket and consequently wasted time.
All environments are different but for mine we have three agents, a typical situation is that a user e-mail support@ourcompany.com which generates a ticket, and we decide who should take responsibility of that particular ticket by deciding who's area of responsibility it is.
If you wish to view all tickets (regardless of the type of lock) then go to Core::Ticket in sysconfig, locate Ticket::ViewableLocks, and add 'lock' into the list.
Regards,
David
Grzegorz Marszałek wrote:
Hello,
I'm begginer in otrs, moving from request tracker. I have problems with concept of locking tickets - what it is for? how typical workflow with locking should be?
It seems that locked tickets "disappears" from queue and only person who locked it can see it. It's not what I need (or I think it's not :) - I want all agents see all tickets, and especially bosses of agnet to see what's going on with all tickets.
Cheers
---
Grzegorz Marszałek
graf0@post.pl
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