Agents can see locked tickets from other agents in dashboard

[sroscher]

Hi!

I wonder why all agents can see tickets locked by another agent. This happend on the dashboard view.
I tried to play with the attributes in Ticket::ViewableLocks, but also set it to (the the default) "unlock" and "lock_tmp" will show locked tickets on the dashboard.

For testing purposes I setup a clean OTRS installation, but the problem also exists. Bug or feature? Can anyone confirm the problem? Possibly , where can I fix it?

Any hints for a beginner?

[vkandersv]

We changed our "Open - needs to be answered" to show just unlocked tickets from the 1:st line queues, so it wont be so messy... And then added a new custom dashboard-section for showing all tickets from all queues that are managed by external agents.

Try something like this:

Edit Config Settings in Ticket -> Frontend::Agent::Dashboard

DashboardBackend###0130-TicketOpen

StateType=open;SortBy=TicketFreeTime1;LockIDs=1;QueueIDs=2;QueueIDs=5

Will show just tickets that arent locked, from Queues with it 2 and 5. In your case you would probably remove QueueIDs all together

[sroscher]

Thanks a lot, it works for me!

But usually this workaround shouldn't be necessary, right? Why could I set the attributes in Ticket::ViewableLocks when it doesn't work anyway? First I thought I made a configuration mistake, but now I think it's a bug. Or maybe, I didn't understand something.

I'm a little bit confused.

[vkandersv]

Never seen that attribute, Ticket::ViewableLocks, what did you add there? i really dont know how this should work