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

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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:

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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