Re-open closed tickets after reply and locked status

[Ralph]

Scenario: A closed ticket gets another reply, so OTRS opens it again. While it retains the original owner it does not 'lock' the ticket under that owner. The result of this is that it does not show up under 'New Tickets' and neither under 'My Locked Tickets'.

Because of this the CS department has to browse through 'All Tickets' every now and then to see if there is no 'unlocked re-opened' tickets.

Is there any way to lock the ticket under the owner if a ticket gets re-opened? Or how would/do you deal with this?

[Ralph]

By chance I found the solution. I am moving from windows to appliance based installation because of performance issues and while setting up new queues I found this option:

Ticket lock after a follow up:
If a ticket is closed and the customer sends a follow up the ticket will be locked to the old owner

Talk about good timing

[crythias]

don't move to appliance. It won't get updated and is for demo, not production.

[Ralph]

don't move to appliance. It won't get updated and is for demo, not production.

Thanks for the info.

EXG133 send me the same advice.