OTRS 5.0.13 TICKET IN MANAGEMENT

Moderator: crythias

pidilandia
OTRS newbie
Posts: 6
Joined: 19 Sep 2017, 11:48
OTRS Version?: 5.0.13

OTRS 5.0.13 TICKET IN MANAGEMENT

Postby pidilandia » 19 Sep 2017, 16:01

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
Moderator
Posts: 984
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: OTRS 5.0.13 TICKET IN MANAGEMENT

Postby root » 19 Sep 2017, 18:29

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
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out http://znuny.com/

batemanj
OTRS newbie
Posts: 2
Joined: 07 Sep 2017, 23:18
OTRS Version?: 5.0.15
Real Name: Javier
Company: Lipesa

Re: OTRS 5.0.13 TICKET IN MANAGEMENT

Postby batemanj » 19 Sep 2017, 19:44

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
Moderator
Posts: 984
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: OTRS 5.0.13 TICKET IN MANAGEMENT

Postby root » 19 Sep 2017, 19:50

batemanj wrote:That's default behavior as far as I know.


Exactly, it's locked when an agent performs outbound communication.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out http://znuny.com/

pgasperson
OTRS newbie
Posts: 12
Joined: 22 Nov 2016, 22:09
OTRS Version?: 3.2.6
Real Name: Pete Gasperson
Company: Excellus

Re: OTRS 5.0.13 TICKET IN MANAGEMENT

Postby pgasperson » 23 Oct 2017, 20:43

where is the behavior managed?

Thanks,

root
Moderator
Posts: 984
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: OTRS 5.0.13 TICKET IN MANAGEMENT

Postby root » 24 Oct 2017, 07:20

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
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out http://znuny.com/


Return to “Help”

Who is online

Users browsing this forum: Bing [Bot], Silent08 and 10 guests