Actually, what would be against removing the lock/unlock notion in
OTRS and making it possible for the owner to be empty?
If a ticket has an owner, it's supposed to be 'locked', if it does not
have an owner, it's 'available'.
The only drawback I see here is that there is no 'easy' way to see the
previous owner. But I'd say the benefit of having no more confusion
about unlocked tickets with an owner outweighs this drawback.
Any thoughts?
--
Mike
On Mon, Aug 8, 2011 at 15:21, Lars Jørgensen
Hi,
One aspect of OTRS that I have to explain again and again is that an unlocked ticket is in fact unlocked. "But I can see the owner right there! On the screen! Look!", complains the Agent, and doesn't do anything about the ticket. Because it is owned by somebody else, right?
Is it possible to remove all references to previous owners in the various lists and views of unlocked tickets that OTRS provides? If I want to see previous owners, I can just open the ticket and look at it.
I guess we can create an agent called "Nobody" and assign free tickets to him with a Generic Agent. But this seems like a nasty workaround if a more elegant solution exists.
Lars
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