Unless you don't care about metrics but instead convenience of
answering the customer.
OTRS makes everything inconvenient, as far as I can tell.
On Oct 26, 2007, at 6:01 AM, Andy Lubel wrote:
i absolutely agree. people need to own (lock) the tickets they
work on
otherwise certain metrics you would want later cant be gotten. like
time open --> working (locked) --> close.
unless of course you are a 1 man helpdesk :)
-Andy Lubel
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of
Richard Hinkamp - BeSite
Sent: Friday, October 26, 2007 5:06 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Remove lock option from tickets
Disabling locks is not the way to go imho. Locks are great for
preventing double answers etc (2 people handling the same ticket at
the
same time and giving different answers to the customer for
example :S).
What you problably want is an auto unlock after an answer. What you
can
do is setting the default state after answering a ticket to "closed
succesful", in config:
$Self->{'Ticket::DefaultNextComposeType'} = 'closed successful';
This way a ticket is closed by default after answering. When a new
reply
comes from the customer, it will show in the main queue again,
without a
lock. This way you can share all tickets with all people and only lock
the ticket when you are handling the ticket (and this way prevent
double
handling of same ticket).
Richard
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--
Jo Rhett
senior geek
Silicon Valley Colocation
Support Phone: 408-400-0550
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