Agents are tied to email, but not necessarily focused on OTRS (I know, right?)
They're on the road, etc., and they get the new ticket email notification in their queue. "That's nice, ... Maybe I'll take care of it when I'm off remote site."
The trouble is that your entire team (and management) are all thinking "someone might get this ...?" And the ticket sits. Currently, someone can lock the ticket, but do you know? Management says, "Is anyone handling the ticket?" and the agents say, "Well, yeah... didn't you check OTRS?" and you have an angry manager who doesn't like to be asked silly questions and just wants an answer without ... okay, see where i'm going with this?
So, create a Notification (Event) on ticket lock change (to Locked) which tells everyone in the group/queue, "Hey, I got this ticket ... xxxx" and the body is "Ticket locked by agent xxxxx"
Then, when a reply, close, or lock occurs, everyone gets the notification, and there's less urgency, "Oh, Jeff is handling/handled that." Then when management asks about a ticket, you can say, "Didn't you get the email?" and ... well, I guess the more things change, the more they stay the same.
