Lock Ticket Process

[tnieman]

Why doesn't the lock process add an article?

Would it be possible to modify the process to add an article? How difficult would that be?


Tom

[crythias]

Why doesn't the lock process add an article?

It adds history...

Would it be possible to modify the process to add an article? How difficult would that be?

considering that the article would have a blank body unless you typed it and at that point, you'd be using Reply/Response which locks the ticket ... what are you trying to accomplish?

[tnieman]

Changing owner or queue adds articles and history. Why is Lock different?

I have received complaints from agents that the History is too hard to find what you are looking for. They would like to see a Lock article so that they don't have search through a bunch of notification records in the history to find the Lock event.

[crythias]

Why is Lock different?

Because it's lock. If you want to lock a ticket with an article, Reply to the customer. This:
locks the ticket.
creates an article
lets the customer know who's handling the ticket
changes the ticket from new to open
sets the responder as owner.

They would like to see a Lock article so that they don't have search through a bunch of notification records in the history to find the Lock event.

Disable lock.