I understand what you are saying and accept what you are saying. However,
the terminologies used here are counter-intuitive.
Updates/follow-up's make the ticket appear back on the queue again. That is
what I meant by flooding the queue. So the person who is responsible for the
queue has to go through the queue and re-assign to the agents again to get
it off the queue. Am I doing something wrong here? How best to approach
this?
If there is a way to not to get them appear back on the queue again then I
would really like to know.
Maybe the manual could create one or two scenarios of managing tickets and
queues. That is, the work-flow process. If there is then please point me to
that section.
Maybe, the process seems very intuitive to someone who has worked with OTRS
for a long time or as a developer. However, it is very confusing for the
"first-timer".
However, now after this discussion, I have better understanding and will
re-work on the set-up of OTRS. Hopefully, my staff don't get too confused.
On 1/15/07, Nils Breunese (Lemonbit)
Robert Bui wrote:
By that logic, a agent can only work on it if the agent has the lock on it (hence the owner).
That's correct and completely intended behavior.
Once unlocked then the ticket get back to the queue.
That's also correct.
In our situation, it's a dilemma for us. If ticket unlocked and return to the queue then the queue will get very long as we get over 200 issues a day, in addition to updates/follow-up's which could be at least 1000 a day. That's alot within a week and flood the queue.
If you don't close tickets, yes, they will stay in the queue. Were else should they go? Updates and follow-ups are not separate items in the queue, they are attached to a ticket.
By common sense, a ticket should not be locked for more than the time required to update the ticket. If a ticket exceeded the required time to get resolved then that should be escalated for the responsible person to follow-up.
Take a look at chapter 8.4 'Ticket Escalation' of the OTRS 2.1 manual: http://doc.otrs.org/2.1/en/html/x1350.html
Though, if the ticket is assigned to someone to work then it should not return to the Queue. The ticket should stayed inside the agent "To Do" list.
That to do list is the agent's list of locked tickets.
To get around this, we need to create one queue per agent such that the unlocked tickets don't flood the main queue. Is this what we should do?
Doesn't sound like a great solution. I think the normal use of locking tickets, unlock times and escalation works just fine.
Nils Breunese.
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