Require Lock Issue

[maayanay]

Hi,

I noticed that when i set an action in sysconfig as "required lock" than once clicking on the action button it automatically lock the ticket and set owner for the ticket that perform the action.

For example:
I set in sysconfig that in order to close a ticket Lock is required. so when i click the button "close" it is automatically locked the ticket on me before i click on submit. and even if i click cancel it still locked on my user.

the big problem is many agents just click on things to see the options available without submitting but still tickets get locked and owned. same happen when i click the button "bulk" without submitting any operation all tickets get locked and owned by me.
I don't want to remove the required lock because ticket can be closed without an agent owner assigned to it and it is not good for my statistics reports.

what can be done?

Thanks

the reason

[crythias]

Decide which is more important: learn to not do these things or reporting.

[maayanay]

Decide which is more important: learn to not do these things or reporting.

is it like a BUG?
What is the reason it is doing it on clicking the button instead of clicking submit?

[jojo]

the behaviour is correct. Train your agents

[maayanay]

the behaviour is correct. Train your agents

Please explain the reason for the behavior and how it is correct? when i will understand the reason will be able to better also explain my agents.

Thanks

[crythias]

Locking prevents a race condition (look it up) : I am about to do something and I don't want any other agent to interfere with what happens next.

[maayanay]

Locking prevents a race condition (look it up) : I am about to do something and I don't want any other agent to interfere with what happens next.

understood. THANKS