Owner and Lock - differences?

[maayanay]

Hi,

OTRS 3.3.5

I am trying to understand the reason for lock ticket.
note: I will start by saying that agents can see tickets that are locked for other people as long as it in the queue that they have permission on.

I thought that when ticket is locked to an agent other agents cannot see it or unlock it but actually other agent can see, take permission and unlock it.
so for me unlock is the same as owner there is no difference.

can someone explain?

[crythias]

Lock prevents other agents from replying or closing a ticket.

[dolfiz]

As crythias stated, the lock functionality is basicaly used to avoid that more than one agent handle a request/ticket. You can do some actions, but the major ones can be performed only by the agent that owns the lock (I don't remember which ones exactly).

Also, a ticket MUST always have an owner (ticked created by fetched email, for example, has admin as owner 'cause it cannot be null/blank). Furthermore, in the Process Management feature, actions performed by Transition Actions depend on owner privileges (i.e. a Transation Action cannot perform an action if the current owner of the ticket can do it).

There are properties on SysConfig in order to set:
- automatic reset of owner if the ticket change queue
- automatic set of owner if the ticket is been locked
- automatic unlock of ticket if a defined time passed
- many others more...

There's so much more to say on the topic but these are some hints.

[maayanay]

Thanjs! it helped