Confusion Between Locked, Owner, and Responsible

[DasGravy]

We recently moved from osTicket to OTRS and while the experience has been pretty good, there has also been a good deal of confusion with these three roles in comparison to our old system.

osTicket allowed for an owner to be assigned to a ticket. When you would log in, you could click "My Tickets" and see all tickets that have been assigned to you.

That said, we envisioned the three responsibilities would work like this at our organization:

Locked - Akin to locking out machinery at a factory. When you lock a ticket, you are currently working on it.
Owner - You are DIRECTLY responsible for the ticket, or in other words, you are the person who is working on it.
Responsible - Reserved for management. Say the cabling department manager would be responsible for all cabling related tickets, however they could make any one underneath them the owner of the task at hand.

The most confusion seems to be around Locked and Owner. Is there anyway to have a queue that only shows tickets you are the owner for, regardless of whether they are locked or not? Additionally, is there a better way to be doing this? Any suggestions are greatly appreciated.

Thanks!

[yuri0001]

Hi!
Lock - is a feature, when it used the ticket became invisible for others in queue & they can't begin work on it too. You can specify the time while ticket can be locked. After that, ticket unlocks and visible to other agents in queue to escape to do order twice.
Owner - agent which appointed to work on ticket.
Responsible - additional feature, which can be enable or not. Owner will stay owner, but additional responsible for the ticket may be assigned to do some action on it. There many configuration attributes around to cofigure relations between owner & responsible. See manual and SysConfig.
Sorry my bad English.