Look at it this way: if your agent wants to reply to the customer himself he should select his own Agent as the owner. That way the ticket is locked to him. I think 90% of the tickets the agents in our OTRS make are immediately locked to their own agents.
We used OTRS to replace a number of ...
Search found 3 matches
- 21 Apr 2015, 13:24
- Forum: Help
- Topic: Multiple agents may reply to ticket at once
- Replies: 5
- Views: 2405
- 21 Apr 2015, 11:58
- Forum: Help
- Topic: Multiple agents may reply to ticket at once
- Replies: 5
- Views: 2405
Re: Multiple agents may reply to ticket at once
Hmm, ok. I guessed that since hitting reply sets both owner and locked state, that this should not be possible.
I guess I'll have to find some workaround for this to ensure that only one response is sent.
I guess I'll have to find some workaround for this to ensure that only one response is sent.
- 21 Apr 2015, 10:03
- Forum: Help
- Topic: Multiple agents may reply to ticket at once
- Replies: 5
- Views: 2405
Multiple agents may reply to ticket at once
I have a pretty weird issue and I'm pretty sure that's not how things are supposed to work:
When an agent opens a ticket an a second agent opens it before the first agent hits reply (or anything else that sets him as owner), both are in the TicketZoom with the "Reply"-Button visible. Now if one ...
When an agent opens a ticket an a second agent opens it before the first agent hits reply (or anything else that sets him as owner), both are in the TicketZoom with the "Reply"-Button visible. Now if one ...