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) <nils@lemonbit.nl> wrote:
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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