Lock and first response time

[jwhite]

We have a rather large set of Agents and some make the mistake of thinking that hitting the 'Lock' button counts as a response (meaning it will keep the first response time out from triggering).

To keep this from occurring, we contemplated removing the lock button or having a lock update count as a first response, etc. We are now trying to pursue the latter.

Is there anyway to trigger the first response time on lock? I tried creating a notification event on lock update sent by the system, however this does not count as a valid response against the 'first response time'.

In summary i'm looking for a solution
1. Hide the lock button from agents
2. Setting a ticket to Lock counts as a first response.

[crythias]

response is response, so making lock a response will still not work. hiding the lock button is probably better, only you can't easily unlock if you hide it.

However, perhaps a better answer would be ACL to check if the ticket state is New and therefore lock is not available.

[jwhite]

I added the following ACL code to Config.pm and it works great:

$Self->{TicketAcl}->{'ACL-Lock-1'} = {
# match properties
Properties => {
# current ticket match properties
Ticket => {
State => ['new'],
}
},
Possible => {
Action => {
AgentTicketLock => 0,
},
},
};