As I just posted before: In SysConfig, you must disable RequiredLock in these pages Frontend::Agent::Ticket::ViewBounce Frontend::Agent::Ticket::ViewClose Frontend::Agent::Ticket::ViewCompose Frontend::Agent::Ticket::ViewForward Frontend::Agent::Ticket::ViewMerge Frontend::Agent::Ticket::ViewPending Frontend::Agent::Ticket::ViewPhoneOutbound Frontend::Agent::Ticket::ViewPriority In general, check all ..View.. pages to see wether RequiredLock is enabled. Then, you can disable the links to locks: unchek Ticket::Frontend::MenuModule###100Lock: Ticket::Frontend::MenuModule###400-Owner: in Frontend::Agent::Ticket::MenuModule and Frontend::Agent::Ticket::MenuModulePre I've done these modification and worked fine without locks for a while in the past Additionally, you might also want to disable Frontend::Module###AgentTicketLock: Frontend::Module###AgentTicketOwner: in Frontend::Agent::ModuleRegistration but I don't know if this can cause some kind of problems Bye Gabriele ----- Original Message ----- From: "Mikhail Pauw" To: "User questions and discussions about OTRS.org" Sent: Friday, October 26, 2007 9:27 AM Subject: RE: [otrs] Remove lock option from tickets

Hi all,

I've pretty much the same question as Mujtaba Karim. We work with a small support team that is well played into each other and need the possibility to handle the same tickets, so the locking mechanism is for us not the best option.

We have looked trough all the settings, but weren't able to discover something that disables the locking completely. We solve it now by running a script on the database every minute that removes all the lock states.

So we're wondering if it's possible to disable the lockstate all together?

Thanks in advance,

Mikhail

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gabriele D'Andrea Sent: woensdag 24 oktober 2007 12:43 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Remove lock option from tickets

Maybe you are making confusion. Locking a ticket means assigning it to a specified agent: in this way you are sure that only one agent can work on the ticket. This is different from ticket states: a ticket can be in state open, closed, new, etc., regardless if it's been locked or not. Finally, you're concerned about customers notifications, you can enable/disable different type of notifications on a per queue basis, in the queue configuration

----- Original Message ----- From: "Mujtaba Karim" To: Sent: Wednesday, October 24, 2007 12:30 PM Subject: [otrs] Remove lock option from tickets

HI The thing here is I will not be able to notify customer if I move a ticket to any other state.

My issue can be resolved if I eliminate ticket lock option from all my tickets Is there any possibility for that?

Thanks

Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim@pixsense.com www.pixsense.com

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request@otrs.org Sent: Wednesday, October 24, 2007 3:12 PM To: otrs@otrs.org Subject: otrs Digest, Vol 51, Issue 45

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Today's Topics:

1. Re: error creating ticket from POP3 account (Torsten Thau) 2. Re: Can users (agents) work with OTRS by email? (Torsten Thau) 3. one more thing (Mujtaba Karim) 4. RE: otrs Digest, Vol 51, Issue 44 (Mujtaba Karim) 5. Re: one more thing (Richard Hinkamp - BeSite) 6. Re: RE: otrs Digest, Vol 51, Issue 44 (Richard Hinkamp - BeSite)

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Message: 1 Date: Wed, 24 Oct 2007 11:48:13 +0200 From: Torsten Thau Subject: Re: [otrs] error creating ticket from POP3 account To: "User questions and discussions about OTRS.org" Message-ID: <471F14DD.1010802@cape-it.de> Content-Type: text/plain; charset=ISO-8859-1

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Peter Hoogkamer schrieb:

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Hello everybody,

Since a few days I am not able to create a ticket from email picked up by the POP3 account. When I execute POP3Master.pl it says that it cannot handle a ticket priority of NULL and cannot create the entry in the database.

I think the solution will be to set a default priority of 3 for tickets that are created from mail. But I cannot seem to find where to configure this.

You can do this in a postmaster filter, but the actual problem is: where did your "priority 3" go? Ist it still available in the admin-area under priorities?

regards, Torsten Thau

- -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux)

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Message: 2 Date: Wed, 24 Oct 2007 11:30:09 +0200 From: Torsten Thau Subject: Re: [otrs] Can users (agents) work with OTRS by email? To: "User questions and discussions about OTRS.org" Message-ID: <471F10A1.5070604@cape-it.de> Content-Type: text/plain; charset=ISO-8859-1

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Oleg Polovinkin schrieb:

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Nils Breunese (Lemonbit) wrote:

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Oleg Polovinkin wrote:

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Hmmm... Can't understand, why not look at user base, if email of sender is agent email?.. In our setup we have e-mail addresses that belong to both agents and 'customers'. Of course it is not impossible to have a system work like you are requesting, but currently OTRS does not support this workflow AFAIK.

Indeed, I was missing this feature as well sometimes. But, besides the fact that the desired functionality [*] is not implemented yet, how does one decide in which role (agent or customer) someone replied when you have "agents can be customers" enabled and the e-mail addresses are identical?

regards, Torsten Thau

- -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux)

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Message: 3 Date: Wed, 24 Oct 2007 14:58:25 +0500 From: "Mujtaba Karim" Subject: [otrs] one more thing To: Message-ID: <006601c81624$808cbd40$81a637c0$@com> Content-Type: text/plain; charset="us-ascii"

Hi I guess I am flooding in with questions please bear me

Is there a way to completely disable the lock functionality? I want

Tickets to be always unlocked...

Mujtaba Karim

Customer Support Manager

PixSense Inc.

172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan

C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mailto:mkarim@pixsense.com mkarim@pixsense.com http://www.pixsense.com/ www.pixsense.com

It all depends on how you are going to manage your tickets. Many actions automatically lock tickets, and often the agent doesn't even know he has locked it. Two agents working on the same ticket at the same time may not be an issue, depending on many factors (number and location of agents, number of tickets, etc.) In the end, I think it's just a question of choice. In our environment, automatic locks are disbled, and tickets always stays on queue. It's true that once or twice a ticket has been replied two times by 2 different agents, but it's not likely to happen. On the other hand automatic locking can generate confusion, and cause more troubles due to tickets forgotten and so on. It all depends on quantity of ticket, agents, and organization. That's my thought at least Gabriele ----- Original Message ----- From: "Richard Hinkamp - BeSite" To: "User questions and discussions about OTRS.org" Sent: Friday, October 26, 2007 11:06 AM Subject: Re: [otrs] Remove lock option from tickets

Disabling locks is not the way to go imho. Locks are great for preventing double answers etc (2 people handling the same ticket at the same time and giving different answers to the customer for example :S). What you problably want is an auto unlock after an answer. What you can do is setting the default state after answering a ticket to "closed succesful", in config: $Self->{'Ticket::DefaultNextComposeType'} = 'closed successful';

This way a ticket is closed by default after answering. When a new reply comes from the customer, it will show in the main queue again, without a lock. This way you can share all tickets with all people and only lock the ticket when you are handling the ticket (and this way prevent double handling of same ticket).

Richard _______________________________________________ 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/

Unless you don't care about metrics but instead convenience of answering the customer. OTRS makes everything inconvenient, as far as I can tell. On Oct 26, 2007, at 6:01 AM, Andy Lubel wrote:

i absolutely agree. people need to own (lock) the tickets they work on otherwise certain metrics you would want later cant be gotten. like time open --> working (locked) --> close.

unless of course you are a 1 man helpdesk :)

-Andy Lubel

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard Hinkamp - BeSite Sent: Friday, October 26, 2007 5:06 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Remove lock option from tickets

Disabling locks is not the way to go imho. Locks are great for preventing double answers etc (2 people handling the same ticket at the same time and giving different answers to the customer for example :S). What you problably want is an auto unlock after an answer. What you can do is setting the default state after answering a ticket to "closed succesful", in config: $Self->{'Ticket::DefaultNextComposeType'} = 'closed successful';

This way a ticket is closed by default after answering. When a new reply comes from the customer, it will show in the main queue again, without a lock. This way you can share all tickets with all people and only lock the ticket when you are handling the ticket (and this way prevent double handling of same ticket).

Richard _______________________________________________ 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/ _______________________________________________ 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/

-- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550

On Oct 30, 2007, at 12:29 AM, Richard Hinkamp - BeSite wrote:

...

Unless you don't care about metrics but instead convenience of answering the customer. OTRS makes everything inconvenient, as far as I can tell.

Why use OTRS then?

Not my choice. And snippy answers like this don't help. -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550

On Oct 30, 2007, at 8:31 AM, Andy Lubel wrote:

How many agents, just you? How many customers? You simply may not have enough of either to justify using a HelpDesk system such as OTRS, which is geared towards SMB to enterprise customers.

No, a dozens or so of us and hundreds of customers.

Metrics also translate into SLA's. If you care about the customer then you would care to see how well you are responding to his needs?

This is exactly the problem. Any one of us can and should be able to update a ticket to help a customer. Or just drop a note into a ticket to warn the person working on it about X, Y or Z. Instead, we have to unlock the ticket assign the ticket to ourselves update the ticket unlock the ticket assign the ticket back to the original person ...etc In short, it's 10x the effort it should take to submit a quick reply to the customer or a quick note over to the person working on it.

Can you tell me one system/application you do think does a better job of making it convenient for the agent to work customer submitted issues?

RT and even the ancient Request do a better job for two very simple reasons: 1. Easy to see everything in a queue -- 1 click or 1 command, not 5 clicks to search. 2. Easy to update a ticket without having to take ownership of it. -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550