Hi
When the ticket is locked, what does this actually do or don't do. What are the advantages & disadvantages of having a ticket locked.
Regards
Pyuesh
OTRS Locked Ticket Mode
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crythias
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Re: OTRS Locked Ticket Mode
It fixes ownership to an assigned agent.
Default:
A locked ticket can't be replied to by another agent.
Responses to a locked ticket will ONLY go to the ticket owner's email if the ticket owner has notification preferences enabled.
Basically, by locking the ticket, you tell everyone else, "I got this. Don't worry about it. If I need your help, I'll unlock the ticket or assign it to you..."
Default:
A locked ticket can't be replied to by another agent.
Responses to a locked ticket will ONLY go to the ticket owner's email if the ticket owner has notification preferences enabled.
Basically, by locking the ticket, you tell everyone else, "I got this. Don't worry about it. If I need your help, I'll unlock the ticket or assign it to you..."
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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