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
OTRS 5.0.13 TICKET IN MANAGEMENT
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Re: OTRS 5.0.13 TICKET IN MANAGEMENT
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
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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Re: OTRS 5.0.13 TICKET IN MANAGEMENT
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.
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.
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Re: OTRS 5.0.13 TICKET IN MANAGEMENT
Exactly, it's locked when an agent performs outbound communication.batemanj wrote: That's default behavior as far as I know.
- Roy
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Re: OTRS 5.0.13 TICKET IN MANAGEMENT
where is the behavior managed?
Thanks,
Thanks,
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Re: OTRS 5.0.13 TICKET IN MANAGEMENT
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
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.
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Use a test system - always.
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Do you want to contribute or want to know where it goes ?