Kris Jacobs wrote:
Perhaps this is a lot simpler in practice, but this whole Locking concept concerns me a bit.Here is a scenario: Agent A takes a call in the morning from a User. Agent A opens new ticket#101001, and begins troubleshooting.Agent A takes a few more calls - and while Agent A is on the phone with some other user, Agent B fields a call. This call is the same user as ticket#101001 - the user has some new information.Can Agent B simply open ticket#101001 and add the new information without worrying about "Locking"?
Agent B could add a note to the ticket and agent A could get a notification about that (and see it added to the ticket). Maybe you just need to setup an OTRS system to play with and see how it works for you.
Nils Breunese.
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