Look the answer and the commentary he got from Andy.. I would probably do the same... but in privatly ...
Richard Hinkamp - BeSite a écrit: >> Smells like you're arrogant? > > Please be polite to people responding to your questions... > >> I've worked in plenty of complex multi-user support request systems > > - I'm having trouble drawing parallels from them to OTRS though. > > You are not the first one to ask this question and most of the time > it's a small helpdesk where locking is too much hassle with not much > profit because of the small helpdesk. > > > So what do I do when someone in my department has a ticket locked, is > > out to lunch, and a user calls with more info or requests an update? > > > > I should be able to grab that ticket and run with the ball. Period. > > You can see the ticket including the history. You could add a note to > the locked ticket. If you have the permissions, you may break the lock > and convert to your own lock. It all depends on the configuration. > We have one install were tickets are only locked when an e-mail is > being written. After sending it will auto close (and unlock). This is > because there are lots of people on this helpdesk and lot's of > parttimers and this way they prevent agents working on the same ticket > at the same time, but don't lock tickets for a long time. > > Richard > _______________________________________________ > 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/ > > -- _______________________________________________ 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/
