Re: [otrs] Practical Examples... Locking?

Oh boy, here we go again... Locking tickets is important for the enterprise, where support may not all be in one place and there may be many agents. Its also good for beancounting how much effort you spend on each request. If you don't need ticket locking, just set up a shared mailbox in exchange and work your helpdesk that way! Or search the lists for more info related to locking and get the full story on why it may be good for any helpdesk with more than a couple people acting as agents to have this. Nils, don't you think OTRS really needs to expose that "status view" so these guys don't get freaked out that they don't have a way to see what tickets each agent has locked? -Andy On 11/27/07 10:35 AM, "Kris Jacobs" wrote:

Hmmm... thank you Nils.

I'm used to working in Incident Monitor at a previous employer: http://www.monitor24-7.com/corp/prod_im_overview.asp

This concept of locking tickets seems very foreign and counter-intuitive to me.

-Kris

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"Nils Breunese (Lemonbit)" 11/27/2007 10:15 >>> Kris Jacobs wrote:

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Please describe then the exact work flow in OTRS for this scenario:

Agent A takes a telephone call, and records the support request as new ticket #42.

Agent A continues to take telephone calls, and records new support requests as new tickets #43, #44, #45, #46.

While Agent A is on a phone call and in the process of recording another support request as new ticket #47, Agent B looks at the queue.

Agent B decides to work on tickets #42, 45, and 46.

Those 3 tickets are locked right? Even though Agent A has recorded the requests, and moved on - they are locked and must be unlocked before Agent B can work on them?

What step by step actions must Agent B take in OTRS when he wants to work those 3 tickets? If Agent B must manually unlock them himself before assuming responsibility for them, that is unacceptable.

If agent A creates the tickets from the phonecalls, but doesn't intend to work on them, he should make sure they are not locked after creating them (either A should unlock the tickets or you could probably setup OTRS to not create phone tickets in a locked state). Then agent B can find them in the queue and decide to lock them if he intends to handle them.

Agent B shouldn't normally even be allowed to unlock agent A's locked tickets, unless he has explicit rights assigned to do so.

Nils Breunese.

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