It all depends on how you are going to manage your tickets.
Many actions automatically lock tickets, and often the agent doesn't even
know he has locked it.
Two agents working on the same ticket at the same time may not be an issue,
depending on many factors (number and location of agents, number of tickets,
etc.)
In the end, I think it's just a question of choice.
In our environment, automatic locks are disbled, and tickets always stays on
queue. It's true that once or twice a ticket has been replied two times by 2
different agents, but it's not likely to happen. On the other hand automatic
locking can generate confusion, and cause more troubles due to tickets
forgotten and so on.
It all depends on quantity of ticket, agents, and organization.
That's my thought at least
Gabriele
----- Original Message -----
From: "Richard Hinkamp - BeSite"
Disabling locks is not the way to go imho. Locks are great for preventing double answers etc (2 people handling the same ticket at the same time and giving different answers to the customer for example :S). What you problably want is an auto unlock after an answer. What you can do is setting the default state after answering a ticket to "closed succesful", in config: $Self->{'Ticket::DefaultNextComposeType'} = 'closed successful';
This way a ticket is closed by default after answering. When a new reply comes from the customer, it will show in the main queue again, without a lock. This way you can share all tickets with all people and only lock the ticket when you are handling the ticket (and this way prevent double handling of same ticket).
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