Hello,
I am confused about locked ticket
it seems all tickets had been locked automatically.
Actually what is the function of that lock? what are the differences between lock ticket and unlock ticket?
what's the trigger that one ticket can lock automatically?
Locked Ticket
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reneeb
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Re: Locked Ticket
For some actions you need to be the owner of a ticket when it's locked. You can search the SysConfig for "RequiredLock" to find some of these actions...
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crythias
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Re: Locked Ticket
One agent handling a ticket at a time. It prevents confusion for agents and customers "Who's handling this ticket, anyway?"raid1 wrote:Actually what is the function of that lock?
On a locked ticket, the agent owner who has locked the ticket is the only one who can reply to the ticket.
In addition, for notification purposes, while the ticket is locked, only the agent owner will get notifications of customer responses to the ticket.
Unlocked tickets will be available to any agent who is a member of the queue with appropriate permissions to handle a ticket in the queue. Notifications on customer responses to an unlocked ticket will go to all members of the queue's group who have notifications Yes and the queue highlighted in "My Queues" in the agent's preferences.raid1 wrote:what are the differences between lock ticket and unlock ticket?
Any action that communicates with the customer automatically locks the ticket to the first agent who does so. In addition, clicking the lock button locks the ticket to the agent who clicks it.raid1 wrote:what's the trigger that one ticket can lock automatically?
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Re: Locked Ticket
it seems by default the owner always admin otrs (username:root@localhost)reneeb wrote:For some actions you need to be the owner of a ticket when it's locked. You can search the SysConfig for "RequiredLock" to find some of these actions...
does it matter?
what action?crythias wrote:
Any action that communicates with the customer automatically locks the ticket to the first agent who does so. In addition, clicking the lock button locks the ticket to the agent who clicks it.
can you give me example?
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crythias
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Re: Locked Ticket
A replyraid1 wrote:what action?
can you give me example?
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