G'day,
The Helpdesk is a group of people that monitor Raw queue and forward
tickets to another queue/assign to an agent.
At the moment, the Helpdesk are acquiring the ownership/lock before we
modify the ticket and give back the ticket to the agent again. It is a bit
of "extra" work for this. It is not a problem though - just have to ensure
the process is followed by all.
Thanks.
On 1/16/07, Nils Breunese (Lemonbit)
Who is this 'The Helpdesk'? Is it a person? An admin? Anyway, in order to do something with a ticket you will need to lock it. This is to make sure that no two agents (or more) are working on the same ticket. If 'The Helpdesk' modifies a locked ticket it will have to change the owner afterwards to give the ticket back to the original agent (if that agent is still supposed to handle the rest of the ticket). Disabling auto-locking will not help, as you just cannot modify a ticket without having it locked. You'll have to 'manually' lock a ticket before being able to modify it.
I hope this clears things up,
Nils Breunese.
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