quite easy, a ticked will be locked if someone is working on the ticket. that means that nobody else is able to work on this ticket. If you stop working on the ticket, you have to unlock it so that someone else can answer this ticket. It will protect you from multiple agents working on one ticket. Best, Marc Am 26.11.2007 um 22:24 schrieb Kris Jacobs:
I have read and re-read the documentation available for OTRS @ http://doc.otrs.org
I still do not understand what is meant by "locking" a ticket.
I do not understand why a ticket would be locked, unlocked, or what either of those terms mean in the context of an OTRS ticket.
Could someone explain it to me clearly and concisely please?
Thank you!
_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/