Locked status lock in every ticket

[shivendra]

when customer raise ticket, statue of ticket show "new" and Locked show "unlock",

but when agent reply to customer ticket state change to "open" ant Locked show "lock"
i now about "open"state but not getting about Locked

why Locked always shows "lock" in ever ticket reply by agent in ticket?

[reneeb]

It helps to avoid that two agents are writing answers to the customer. So as soon as the agent creates a new answer, the ticket is locked.

You can disable that behaviour by disabling the SysConfig option Ticket::Frontend::AgentTicketCompose###RequiredLock in Ticket -> Frontend::Agent::Ticket::ViewCompose

[shivendra]

1> i had made a grp PM and assigned agent in that grp.
in queue, i create a queue fileserver ,and email -ed asdf@gmail.com , invalid and saved.
again i created queue and assigned under sub-queue fileserver and grp PM.
and assigned email id in that asd@gmail.com , valid -and saved.


now when customer raise ticket in that queue who is owner of that ticket?

2>
when more then one agent is assigned to a grp PM and in that queue who is key responsible for that queue?

3> when customer raise ticket then on agent side of ticket information menu owner shows " OTRS admin" why?

[jojo]

the upper Queue needs to be valid also.

Owner of a ticket is the person who takes it.

"Admin OTRS" is the default owner for not assigned tickets.

Queues always represent a team of people