TicketLockUpdate only occour on manual lock

[lordgamez]

Hi all! I would like to handle a specific event when an agent clicks on the Lock item in the OTRS locking the ticket for hisself. My problem is the TicketLockUpdate event fires when an agent tries to merge the ticket or update the owner and even though he cancels this request some moments later the ticket becomes locked in the backround for those moments firing the event. Is there a way to disable this and only lock the ticket if the user clicks on Lock or is there a way to specify the event handling module to only catch the event that has been fired by clicking the Lock button?

[tto]

heute hatte jemand aus unserer Technik [..]

Hi,

thanks four your support. Please keep in mind that the forum language is English. Thank You.

regards, T.

[JohnYBR]

i am facing the this problem since ling time but i did not get any sufficient answer
can any one explain it in detail, i shell be grateful

[crythias]

Check SysConfig for "Require Lock" on such tasks. Note that the lock on click is important. It makes sure that nobody else is doing stuff while you're doing stuff.