Assign ticket - lock to owner

[ianatschool]

When I assign a ticket to an agent, they get notified and the owner changes. It doesn't lock the ticket to that user though so it doesn't appear in their locked tickets section.

Where do I change it so if I assign a ticket to someone, it not only changes the owner, it locks it for them too?

Thanks

[jojo]

changing owner to someone locks also the ticket. perhaps a caching issue that it is not displayed?

[ianatschool]

was then about to update my post. Yes if I assign a ticket to someone, it does lock it to them but it stays in the queue and doesn't move to their "locked tickets" section.

If they reply to a ticket or do anything else to it, it does move successfully though

[ferrosti]

Can you please post the history of such a ticket and exactly describe the steps you have taken?

[ianatschool]

OK so ticket comes in, lets say ticket number 1. User 1 opens it up, replies to the user and says they are working on it. User 1 looks at their dashboard and within "my locked tickets" they can see ticket number 1. All is well.

Ticket number 2 comes in and user 2 decides that this ticket should be assigned to user 1 so user 2 opens up the ticket and changes the owner to user 1. The ticket stays in the queue though unlike ticket 1. User 1 logs in to otrs, ticket 2 does not appear in their locked tickets but if they open it from the queue view it shows as being locked to them.

Ticket 3 comes in and user 1 decides they want this ticket. They open the ticket, select "lock" and it does lock it but doesn't appear in their locked tickets view. It stays in the queue view which makes it appear it is open for everyone but if someone else opens it they can see it is locked.

So, if you assign a ticket to someone or lock it manually, it appears unlocked when you look at the dashboard but opening it tells another story.
Replying to a ticket does exactly what I want it to do though by locking it to that user and going in their "locked tickets".

[ferrosti]

The dashboard itself uses caches, which default to 60 seconds. Please make sure this is not a matter to this problem.

Assigning tickets to some agents does not mean, that this ticket is moved to another queue. In this case I´d rather go and move the ticket to the agent´s queue, using the owner selection in its respective interface.

[ianatschool]

Doesn't matter how long it has been, it doesn't change it so it isn't a caching problem. We are using the same queue but I wanted to assign tickets to agents in the same queue as me so it disappears out of the main queue and in to their locked ticket area.

[ianatschool]

If I open status view the ticket is locked to that person but in that person's dashboard their locked tickets remain empty

[ianatschool]

another update! If the user clicks on the icon in the top left hand corner which represents a head and shoulders icon they get their locked tickets and it displays all of them.

The problem seems to be with the dashboard widget which doesn't show all locked tickets

[ferrosti]

AFAIR there has been a bug in the 3.0 version, like this one.
You should have a look at either CVS, whether it is fixed oder in the CHANGES file of the latest version.