HOWTO auto lock ticket and set owner when an agent ...

[faelric]

Hi all,

I would like to ask if there is a way to set auto lock and set owner to the agent who first opens/attends a new ticket in the dashboard.


Thank you.

[ferrosti]

This is not possible by default.
We have had xxx to develop exactly this functionality for us.

[crythias]

An agent that clicks "Lock" does this. No further action is required to Lock the ticket and assign the agent ownership.

As well, the SysConfig can be set (might be default?) that as soon as an action is taken on the ticket (like clicking "empty answer" and sending "I have your ticket and will address it." the ticket is locked to the agent.)

Am I missing something?

[faelric]

Hi all,

I do not need the agent to click on "empty answer" to auto-lock the ticket
I need to auto-lock the ticket when the agent views it.

But I guess OTRS doesn't have this feature as what ferrosti had said.

[Sophy978]

An agent that clicks "Lock" does this. No further action is required to Lock the ticket and assign the agent ownership.

As well, the SysConfig can be set (might be default?) that as soon as an action is taken on the ticket (like clicking "empty answer" and sending "I have your ticket and will address it." the ticket is locked to the agent.)

Am I missing something?

Hi, I am looking at the SysConfig setting now for Ticket and I don't see one to auto lock a ticket if any action has been taken on it. Can you point me to it? Thank you.

[crythias]

Sophy978,
Any action that involves contacting the customer Locks the ticket.
Clicking Lock locks the ticket.

[Sophy978]

Hi, that is not the case right now, the owner is set to who ever that does anything on the ticket but the lock state is unlock until you click on lock. I would like to auto lock the state as well when some one touches the ticket. From reading your post, I thought there was a setting to do this in the sysconfig. Please clarify, thanks.

[jojo]

which action did you perform on the ticket?

[Sophy978]

I just tried a quick test again.

If I move the ticket to a different queue - it is unlock
If I add a note - it is unlock
If I reply -external email - it then locks it

Any chance I can get this to lock with the other two states (move queue, add note) as well? Thanks.

[crythias]

Move unlock is a setting in SysConfig. It unlocks ticket on move because a lot of times, that's not available for the same agent.
Note doesn't lock because it's available for other agents to add notes to locked tickets but not take ownership.

[Sophy978]

Hi again, the default states for now, it is our agents that are unlocking when they shouldn't be, a different issue...thanks for your help.

[Niranjan]

Hi All,

I need to create a duplicate ticket while giving reply for note

thanks