Hi G,

For my setup a ticket gets locked when:

It is manually set so in the zoomticket view
when merging tickets
when doing bulk action on tickets.

If it helps this is a very basic, top level view of my ticket lifecycle:

  1. User sends an e-mail to my support account (ITSupport@company.co.uk)
  2. OTRS picks this up and generates a ticket for it.
  3. At this point the owner is otrs itself : root@localhost (Admin OTRS) in the ticket view
  4. An agent (normally myself) will claim ownership of this ticket - essentially stating - "I will take responsibility for this users issue"
  5. Other agents may look at this ticket and see that I've taken responsibility for it, they'll work on something else. Agents can still view and add notes to the ticket, but cannot close,merge,bulk action etc. However, they can change the owner if need be (for example if the original agent is not there, off sick etc).
  6. A notification is sent to the user - "Your ticket (title+subject) has been assigned to David H" ..etc etc
  7. Owner of the ticket in the ticket view has changed, instead of root@localhost(Admin OTRS) it's now "David H". The user can see this as well in their customer interface.
  8. Issue is then worked on, notes added and eventually closed.
I hope this helps,

Regards,

David

On Wed, Dec 30, 2009 at 3:54 PM, Gerrit Tamboer <gerrit@halma.nl> wrote:

Hi David,

 

Thanks for your answer,

Could you also tell me what events triggers a ticket to get locked?

 

Regards,

G.

 

 

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Holder
Sent: woensdag 30 december 2009 16:51
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Some newby questions

 

Hi G.

My interpretation and implementation of locks:

Locking tickets implies that an agent has taken ownership of that issue. This prevents two agents from working on the same issue and therefore avoid wasted time. I've also got an event based notification when this happens to inform the customer who is dealing with their issue, so they know who to contact directly.

As for number two I haven't dealt with escalation much, im sure someone else will chip in though.

Regards,

David

On Wed, Dec 30, 2009 at 3:34 PM, Gerrit Tamboer <gerrit@halma.nl> wrote:

Hey Guys,

 

I have 2 newby questions.

 

1.       What the use of locking tickets? When will a ticket be locked, and what is the benefit of this?

2.       I have a ticket that is about to escalate because I didn’t reply within the estimated time, but I don’t have a reply yet, so I set it on pending reminder for 24 hours. Why is it still escalating?.......

 

Thanks in advance!

 

Regards

-          G

 


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