Hi Philippe, Sorry for not responding earlier. Actually, the mailing list is not what we use for software bug tracking - we use http://bugs.otrs.org for that. You can create an account there and log a bug report. But then still, we will not commit to solve your issues. The "scratch your own itch" principle applies here. This basically means that while some bugs will be valid bugs, we only have limited time resources and may or may not fix your bug as soon as you might hope - just because the bug might be specifically annoying for you but other people would get along without it just fine. So, if you'd want to make sure your issues get fixed, please get a support contract and/or contact enjoy@otrs.com to see what we can do comercially for you. Now back to your issues.
When we change the owner of a ticket, the ticket is always locked Even if you put No in that parameter: Ticket::Frontend::AgentTicketOwner###RequiredLock è to be corrected
This is a misconception. The RequiredLock config option is for something else. If you would set the same option in AgentTicketNote to 'Yes', it would mean that if you leave a note on a ticket the ticket will get locked to you if it's not already locked. Note that it will lock the ticket BEFORE leaving the actual note. . If you set it to 'No', the ticket will remain unlocked if you just leave a note. In the case of AgentTicketOwner, the option is a little bit useless because at the end of the transaction it will lock the ticket anyway to the owner to which you are assigning to, but that's a different issue. The idea of a lock is that you assign the ticket to somebody who is then going to be responsible for it. You should not assign a ticket to somebody if you have not discussed with him first; because if he's not there the ticket might escalate. Otherwise you should probably be using Move instead. Move to a queue would cause the ticket to be unlocked, because no specific user is assigned to it. I hope you can see the reasoning behind this.
Bug 2: bulk action
Locks all the tickets
This is also 'as designed' - the idea is that bulk action should be
close to what a 'normal' action would do. Some actions will lock
tickets, bulk actions do the same. There's another issue with it; it
will change the owner to the current user if its unlocked. See also
http://bugs.otrs.org/show_bug.cgi?id=4629
This can be cumbersome though, especially in some scenarios if you
just want to make bulk updates to tickets when you're changing your
queue structure, or when you're doing other such administrative tasks.
This is why we might be looking into redesigning this feature in
future releases.
If you and/or your company are interested in sponsoring this
development and work with us to redesign it in a way that it will work
easier, better and faster, please drop me a line.
Kindest regards,
--
Michiel Beijen
R&D
OTRS AG
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On Tue, Dec 29, 2009 at 3:50 PM, Martignier, Philippe
Hi there,
I upgrade to the last version 2.4.5 but the bugs for the lock are still there:
Bug 1 : owner
When we change the owner of a ticket, the ticket is always locked
Even if you put No in that parameter: Ticket::Frontend::AgentTicketOwner###RequiredLock è to be corrected
Bug 2: bulk action
Locks all the tickets and no requiredlock for that è to be implemented
I would like to have some input from OTRS about these two points as it is not the first time I post about these two points. (Ok lets pass this holiday period J
See you next year !
Philippe Martignier
Communications Division
Customer Service Section
Email : Philippe.Martignier@wipo.int
Phone : 00 41 022 338 72 36
Building : GB II
Office : 0,3
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