In 4 years of working with IncidentMonitor in an environment with 20+ users in it every day, I can't think of a time where two people were duplicating effort.
I'm not sure if it was because of the request owning resource / request assigned resource characteristics or what - but having two agents duplicating effort on a single request doesn't register with me at all. >>> "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> 11/27/2007 10:44 >>> Kris Jacobs wrote: > Hmmm... thank you Nils. > > I'm used to working in Incident Monitor at a previous employer: > http://www.monitor24 ( http://www.monitor24/ )-7.com/corp/prod_im_overview.asp > > This concept of locking tickets seems very foreign and counter- > intuitive to me. I am not familiar with Incident Monitor, but how does that prevent agent B from working on an issue, not knowing that agent A is also busy working on that if it doesn't use some sort of locking? 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/
