Hi David,
Thanks for your answer,
Could you also tell me what events triggers a ticket to get locked?
Regards,
G.
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Holder
Sent: woensdag 30 december 2009 16:51
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Some newby questions
Hi G.
My interpretation and implementation of locks:
Locking tickets implies that an agent has taken ownership of that issue. This prevents two agents from working on the same issue and therefore avoid wasted time. I've also got an event based notification when this happens to inform the customer who is dealing with their issue, so they know who to contact directly.
As for number two I haven't dealt with escalation much, im sure someone else will chip in though.
Regards,
David
On Wed, Dec 30, 2009 at 3:34 PM, Gerrit Tamboer