OTRS 5.0.13 TICKET IN MANAGEMENT

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pidilandia
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OTRS 5.0.13 TICKET IN MANAGEMENT

Post by pidilandia »

When a ticket is managed by one user isn't blocked, so can happen that more people, in the same time, are managing the same ticket. Is that possible to avoid this situation?

Thanks

Pidi
root
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Re: OTRS 5.0.13 TICKET IN MANAGEMENT

Post by root »

Hi,

When it's not locked by default, e.g. when replying to an e-mail, the agents can lock the ticket on their own.

-Roy
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batemanj
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Re: OTRS 5.0.13 TICKET IN MANAGEMENT

Post by batemanj »

By default, when an agent opens a ticket and do something like Compose Mail/Forward and perhaps adding a note (I'm not sure about the last one) the ticket automatically gets locked to the user that made the action.

If the agent is just "viewing" the ticket, but no action is made on it, then the ticket is not locked.

That's default behavior as far as I know.
root
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Re: OTRS 5.0.13 TICKET IN MANAGEMENT

Post by root »

batemanj wrote: That's default behavior as far as I know.
Exactly, it's locked when an agent performs outbound communication.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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pgasperson
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Re: OTRS 5.0.13 TICKET IN MANAGEMENT

Post by pgasperson »

where is the behavior managed?

Thanks,
root
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Re: OTRS 5.0.13 TICKET IN MANAGEMENT

Post by root »

HI,

in the SysConfig, search for the Action parameter of the view, e.g. AgentTicketCompose check Frontend::Agent::Ticket::ViewCompose and modify the setting for RequiredLock.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
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