Multiple agents grabbing the same ticket

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crythias
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Multiple agents grabbing the same ticket

Post by crythias »

Hi all,

Does anyone have any thoughts on multiple people grabbing the same (new) ticket to work on?

I've got some ideas ...
1) disable reply response if ticket is in "new" state.
2) somehow prevent agent reply if ticket is locked and you're not the owner during the load of the popup window. (not refreshed screen first).
3) somehow prevent changing owner within 1-2 minutes of ticket owner change when ticket was new.
4) better AJAX like disappearance of new ticket entry.
5) ticket changed to state open when owner changed.

Does anyone have any thoughts on this?

Some of these ideas aren't fully thought out, but the gist is the refresh rate of new tickets is too slow on occasion when two people are "taking" tickets at the same time.
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jojo
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Re: Multiple agents grabbing the same ticket

Post by jojo »

Did you check the StateChangeOnLock Event Module? Also per default replying requires the lock by default.
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wurzel
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Re: Multiple agents grabbing the same ticket

Post by wurzel »

Hi,

first task is "lock the ticket" which means "assign to myself, I am going to work on it"

Some functions (see post from jojo) usually get an autolock of the ticket.

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crythias
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Re: Multiple agents grabbing the same ticket

Post by crythias »

The thing is, two people can initiate a reply to a ticket within the same minute. It doesn't hide the ability to reply when it's new unlocked and owned by the admin@localhost user.
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Re: Multiple agents grabbing the same ticket

Post by jojo »

which gives the second person an error
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crythias
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Re: Multiple agents grabbing the same ticket

Post by crythias »

only after they started working on the ticket and clicked OK. That popup doesn't get prevented from two people working on it.
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Re: Multiple agents grabbing the same ticket

Post by wurzel »

Hi,

when the first agent locks a ticket or click on a lock required action the second agent will get an permission error.


Flo
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