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

In 4 years of working with IncidentMonitor in an environment with 20+ users in it every day, I can't think of a time where two people were duplicating effort. I'm not sure if it was because of the request owning resource / request assigned resource characteristics or what - but having two agents duplicating effort on a single request doesn't register with me at all.

...

...

"Nils Breunese (Lemonbit)" 11/27/2007 10:44 >>> Kris Jacobs wrote:

Hmmm... thank you Nils.

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

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

I am not familiar with Incident Monitor, but how does that prevent agent B from working on an issue, not knowing that agent A is also busy working on that if it doesn't use some sort of locking? Nils Breunese.