Discussion:
[otrs] begginers question - what ticket locking is?
Grzegorz Marszałek
2009-09-14 11:28:24 UTC
Permalink
Hello,

I'm begginer in otrs, moving from request tracker. I have problems
with concept of locking tickets - what it is for? how typical workflow
with locking should be?

It seems that locked tickets "disappears" from queue and only person
who locked it can see it. It's not what I need (or I think it's not :)
- I want all agents see all tickets, and especially bosses of agnet to
see what's going on with all tickets.

Cheers
---
Grzegorz Marszałek
***@post.pl
David Holder
2009-09-14 12:28:44 UTC
Permalink
Hi Grzegorz,

To put it as simply as possible (and now I interpret it) locking ticket
implies that whoever locked it is taking ownership of that issue and is
therefore working on it. This helps prevents multiple agents working on
the same ticket and consequently wasted time.

All environments are different but for mine we have three agents, a
typical situation is that a user e-mail ***@ourcompany.com which
generates a ticket, and we decide who should take responsibility of that
particular ticket by deciding who's area of responsibility it is.

If you wish to view all tickets (regardless of the type of lock) then go
to Core::Ticket in sysconfig, locate Ticket::ViewableLocks, and add
'lock' into the list.

Regards,

David
Post by Grzegorz Marszałek
Hello,
I'm begginer in otrs, moving from request tracker. I have problems
with concept of locking tickets - what it is for? how typical workflow
with locking should be?
It seems that locked tickets "disappears" from queue and only person
who locked it can see it. It's not what I need (or I think it's not :)
- I want all agents see all tickets, and especially bosses of agnet to
see what's going on with all tickets.
Cheers
---
Grzegorz Marszałek
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Marco Vannini
2009-09-14 12:48:10 UTC
Permalink
You can also try to use "status view" button enabling it in Ticket ->
Frontend::Agent::ModuleRegistration
Post by David Holder
Hi Grzegorz,
To put it as simply as possible (and now I interpret it) locking ticket
implies that whoever locked it is taking ownership of that issue and is
therefore working on it. This helps prevents multiple agents working on the
same ticket and consequently wasted time.
All environments are different but for mine we have three agents, a typical
ticket, and we decide who should take responsibility of that particular
ticket by deciding who's area of responsibility it is.
If you wish to view all tickets (regardless of the type of lock) then go to
Core::Ticket in sysconfig, locate Ticket::ViewableLocks, and add 'lock' into
the list.
Regards,
David
Post by Grzegorz Marszałek
Hello,
I'm begginer in otrs, moving from request tracker. I have problems with
concept of locking tickets - what it is for? how typical workflow with
locking should be?
It seems that locked tickets "disappears" from queue and only person who
locked it can see it. It's not what I need (or I think it's not :) - I want
all agents see all tickets, and especially bosses of agnet to see what's
going on with all tickets.
Cheers
---
Grzegorz Marszałek
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Varian Hebert
2009-09-14 13:21:59 UTC
Permalink
I find the locking of ticket very annoying, is there a way to make so
no ticket is locked or have them auto unlock after an amount of time
passes? In my environment I have a very small group of users and
locking is getting in the way.

Regards,
Varian
Post by Marco Vannini
You can also try to use "status view" button enabling it in Ticket -
Post by Marco Vannini
Frontend::Agent::ModuleRegistration
Hi Grzegorz,
To put it as simply as possible (and now I interpret it) locking
ticket implies that whoever locked it is taking ownership of that
issue and is therefore working on it. This helps prevents multiple
agents working on the same ticket and consequently wasted time.
All environments are different but for mine we have three agents, a
generates a ticket, and we decide who should take responsibility of
that particular ticket by deciding who's area of responsibility it is.
If you wish to view all tickets (regardless of the type of lock)
then go to Core::Ticket in sysconfig, locate Ticket::ViewableLocks,
and add 'lock' into the list.
Regards,
David
Hello,
I'm begginer in otrs, moving from request tracker. I have problems
with concept of locking tickets - what it is for? how typical
workflow with locking should be?
It seems that locked tickets "disappears" from queue and only person
who locked it can see it. It's not what I need (or I think it's
not :) - I want all agents see all tickets, and especially bosses of
agnet to see what's going on with all tickets.
Cheers
---
Grzegorz Marszałek
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Marco Vannini
2009-09-14 14:00:45 UTC
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Sure, you can try

Unlock timeout:
*(0 = no unlock - 24 hours = 1440 minutes - Only business hours are
counted.)*

*
*

in the queue settings but you have to be sure that otrs service (in rc.d) is
running because of unlock cron job should be scheduled.
I find the locking of ticket very annoying, is there a way to make so no
ticket is locked or have them auto unlock after an amount of time passes? In
my environment I have a very small group of users and locking is getting in
the way.
Regards,
Varian
You can also try to use "status view" button enabling it in Ticket ->
Frontend::Agent::ModuleRegistration
Post by David Holder
Hi Grzegorz,
To put it as simply as possible (and now I interpret it) locking ticket
implies that whoever locked it is taking ownership of that issue and is
therefore working on it. This helps prevents multiple agents working on the
same ticket and consequently wasted time.
All environments are different but for mine we have three agents, a
generates a ticket, and we decide who should take responsibility of that
particular ticket by deciding who's area of responsibility it is.
If you wish to view all tickets (regardless of the type of lock) then go
to Core::Ticket in sysconfig, locate Ticket::ViewableLocks, and add 'lock'
into the list.
Regards,
David
Post by Grzegorz Marszałek
Hello,
I'm begginer in otrs, moving from request tracker. I have problems with
concept of locking tickets - what it is for? how typical workflow with
locking should be?
It seems that locked tickets "disappears" from queue and only person who
locked it can see it. It's not what I need (or I think it's not :) - I want
all agents see all tickets, and especially bosses of agnet to see what's
going on with all tickets.
Cheers
---
Grzegorz Marszałek
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