Multiple agents may reply to ticket at once

[battenbe]

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 agent hits reply, he's set as owner, the ticket is locked, etc.
Now the strange thing is that the second agent may do so as well. I suspected a "permission denied"-type message you see in other places, but instead both get a functional reply window and may in fact reply.

Is this expected behaviour or is my system misconfigured in some weird way? I sort of inherited the system and as such didn't install it myself and I don't know what weird changes the previous admin made. It is safe to assume though, that no core files were altered.

[EXG133]

Create a ticket and select someone as owner -> locked with that agent
Create a ticket without selecting an owner -> unlocked in a queue

Replying to a ticket locks it.

So if your agents are not selecting an owner it looks normal to me.

[battenbe]

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.

[EXG133]

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.

But I think I misread your question. Are you saying your original agent can reply even after it was locked by the second agent? That is definately NOT normal. Anyone can reply if the ticket is unlocked. If the ticket is locked ONLY the current owner can reply.

[battenbe]

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 mailing lists, so tickets are usually created from incoming mails. Admin OTRS as owner is the default for most tickets.

But I think I misread your question. Are you saying your original agent can reply even after it was locked by the second agent? That is definately NOT normal. Anyone can reply if the ticket is unlocked. If the ticket is locked ONLY the current owner can reply.

Yes. The problem isn't two users viewing the ticket at the same time, but actually being able to reply at the same time as long as both were in TicketZoom before reply was clicked and the ticket thus locked.

I currently suspect that it has something to do with the Owner/Responsible-Permissions, as both should technically be able to respond (as far as OTRS goes). I'll have to check what exactly is happening there.

[crythias]

I've previously seen that I'm unable to send the reply if it's locked by someone else even after the compose window is opened. Can you confirm that both replies are actually attached?

Look at the history of the ticket. If you have two agent replies after a single lock, there is a real bug.