On Thursday, May 13, 2004 12:18 PM
Patrick Hofmann <[EMAIL PROTECTED]> wrote:
> If you click on "Compose Empty Answer" on a ticket, you immediately
> become the new owner even if you
> *don't* send it (e.g. just press 'back' in your browser).
> In fact, from then on the ticket is locked on you.
That's right and intended to prevent another agent compose an answer the
same time period you do. As soon as you express your opinion to work on
the ticket (ie. click on "Compose Empty Answer"), it gets locked.
> This is also a nice way to get rid of the "escalated tickets" without
> answering them:
> - click on "Compose empty answer"
> - don't submit it
> - change the ownership back to the previous agent
If this were the way the agents want to wotrk - please do. Won't have
much to do with problem solving and will most certainly lead to
"discussion" in team meetings. ;)
To make life easier for the lazy-bones: Simply locking the ticket and
then changing the owner were enough - you're doing one click too much.
Everything will be noted in the history, though...
> We don't know if this should be posted to bugs, or if we miss some
> basic understandings
You didn't. Train your agents, I'd say.
Regards,
Robert Kehl
--
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http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
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