Hmmm... thank you Nils. I'm used to working in Incident Monitor at a previous employer: http://www.monitor24-7.com/corp/prod_im_overview.asp
This concept of locking tickets seems very foreign and counter-intuitive to me. -Kris >>> "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> 11/27/2007 10:15 >>> Kris Jacobs wrote: > Please describe then the exact work flow in OTRS for this scenario: > > Agent A takes a telephone call, and records the support request as > new ticket #42. > > Agent A continues to take telephone calls, and records new support > requests as new tickets #43, #44, #45, #46. > > While Agent A is on a phone call and in the process of recording > another support request as new ticket #47, Agent B looks at the queue. > > Agent B decides to work on tickets #42, 45, and 46. > > Those 3 tickets are locked right? > Even though Agent A has recorded the requests, and moved on - they > are locked and must be unlocked before Agent B can work on them? > > What step by step actions must Agent B take in OTRS when he wants to > work those 3 tickets? > If Agent B must manually unlock them himself before assuming > responsibility for them, that is unacceptable. If agent A creates the tickets from the phonecalls, but doesn't intend to work on them, he should make sure they are not locked after creating them (either A should unlock the tickets or you could probably setup OTRS to not create phone tickets in a locked state). Then agent B can find them in the queue and decide to lock them if he intends to handle them. Agent B shouldn't normally even be allowed to unlock agent A's locked tickets, unless he has explicit rights assigned to do so. Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
