21 May
2008
21 May
'08
7:13 a.m.
Hi Nils,
Locking and Unlocking is a confusing terminology.
I don't think so, actually. 'Working on' is more confusing as it is perfectly possible to have locked a ticket but not work on it (e.g. it's set to pending reminder).
When you have worked extensively with OTRS, Locking and Unlocking makes sense. But new users and users that are not skilled systems maintainers find it a confusing concept. In our installation agents "Take" a ticket (just think of it as a physical object) that they intend to work on. If they can't or won't work on the ticket any more, they "Release" it back into the Queues. The icon in the top right is called "My Tickets" instead of "Locked Tickets" which makes a lot more sense to common users. -- Lars