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

It's sad guys... A flaming war about a feature that he thought was usefull... The point on open source, is to be open to the opinions, and try to understand sometimes those who don't have the same vision as us. Instead of having another user that maybe would be an asset in the future, we give him crap because on his experience the feature is not usefull. Well donne !!! I wonder how other folks that look for answers on this forum will act after reading all this. Adriano Kris Jacobs a écrit:

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Andy Lubel 11/27/2007 12:22 >>>

People only ask because they assume that their processes will just conform to OTRS and they don't have to change the way they work. Sometimes I think its harder to change human processes than it is changing a system process.

If ticket locking is make/break for your project, then maybe OTRS isn't the right package for your needs.

You could just file a bug report @ http://bugs.otrs.org and maybe something could be done about it.

-Andy

On 11/27/07 11:44 AM, "Kris Jacobs" wrote:

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Issues raised regularly are usually indications of real problems. ;)

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Andy Lubel 11/27/2007 11:39 >>>

It's just that we tend to revisit things that are asked pretty regularly!

Go to sysconfig and enable the "status view" and I think you will see what "power" it gives within OTRS. We just talked about it I think 2 weeks ago.

There is no software that exists today that meets (or conforms to) 100% of every process that a company has. OTRS is 90% configuration and 10% internal process adjustment.

-Andy

On 11/27/07 10:53 AM, "Kris Jacobs" wrote:

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Smells like you're arrogant?

I've worked in plenty of complex multi-user support request systems - I'm having trouble drawing parallels from them to OTRS though.

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Andy Lubel 11/27/2007 10:46 >>>

Smells like 1 man helpdesk?

On 11/27/07 10:44 AM, "Nils Breunese (Lemonbit)" wrote:

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Kris Jacobs wrote:

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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.

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. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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