Ticket never locks

[Baustin]

Hi Guys,

When I click on a ticket and reply, I dont want to lock the ticket.

Is it possible to set so that when I reply the ticket is still open and available for someone else to reply if I dont close the ticket?

[Lorenzo_Marschall]

The locking is an essential feature of OTRS and any helpdesk system. Just call it "in process" or whatever. In general it makes no sense to allow others to work on a ticket when you are sending an email to your customer, you call him bye phone, make an external note etc.

If you cancel your email or phone call, you can unlock the ticket immediately, so others can process it.

If you have a very special scenario, where you're convinced you need this feature, please provide your scenario, so we might give you a hint, how to solve it.

HTH.

[Baustin]

I do think we definitely need the process.

We run a 24/ 7 operation. We have a good number of Agents that will be using OTRS about 12. Each Agent will deal with alot of tickets every day, however once a ticket is opened it stays open for ususally about 2/3 days, as we have to communicate with different parties.

If one person replies to a lot of tickets, and is not in work for 2 days, we can not edit their tickets which is essential we do.

[chetannagaonkar]

In that case, you can either ask the person to unlock the ticket or set unlock automatically. Hope that helps?

Thanks.
Best Regards
Chetan

[Baustin]

In that case, you can either ask the person to unlock the ticket or set unlock automatically. Hope that helps?

Thanks.
Best Regards
Chetan

Thanks alot, so the manual unlock has crossed my mind. However I think this leaves too much room for human error. If someone forgets to unlock the ticket, then then no action can be taken until they come back.

I think the automatic unlock could be what I need, I take it it is like the generic agent, that it can only run every 10 minutes or can it run every 1 minute?

[chetannagaonkar]

That's right. You don't need to use generic agent. However, ensure that the specific cron job is running. If you set the time in queue configuration, that should suffice.