If one gives up on the ticket, he should assign the ticket to root@localhost, and the ticket won't necessarily be locked to root.
On Tue, Aug 9, 2011 at 4:59 AM, Lars Jørgensen <[email protected]> wrote: > Hi Michiel, > > Problem is, we do need locks and we do need owners. But sometime an owner > says "Okay, I give up on this, somebody else must step up" and unlocks the > ticket. > > That ticket is now available for anybody else to lock and work on. But > nobody does, because they see the owner right on the screen and think that > somebody is already working on it. They should be looking at the > locked/unlocked column, but this is people and they only do what's natural > based on the information on the screen. > > I don't know why it is important for OTRS to list the previous owner of an > unlocked ticket, and I was wondering if there was an easy way to disable > that feature. > > > Lars > > -----Original Message----- > From: [email protected] [mailto:[email protected]] On Behalf Of > Michiel Beijen > Sent: Monday, August 08, 2011 3:36 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] "owner" of unlocked tickets > > Actually, what would be against removing the lock/unlock notion in > OTRS and making it possible for the owner to be empty? > If a ticket has an owner, it's supposed to be 'locked', if it does not > have an owner, it's 'available'. > > The only drawback I see here is that there is no 'easy' way to see the > previous owner. But I'd say the benefit of having no more confusion > about unlocked tickets with an owner outweighs this drawback. > Any thoughts? > -- > Mike > > On Mon, Aug 8, 2011 at 15:21, Lars Jørgensen <[email protected]> wrote: > > Hi, > > > > > > > > One aspect of OTRS that I have to explain again and again is that an > > unlocked ticket is in fact unlocked. "But I can see the owner right > there! > > On the screen! Look!", complains the Agent, and doesn't do anything about > > the ticket. Because it is owned by somebody else, right? > > > > > > > > Is it possible to remove all references to previous owners in the various > > lists and views of unlocked tickets that OTRS provides? If I want to see > > previous owners, I can just open the ticket and look at it. > > > > > > > > I guess we can create an agent called "Nobody" and assign free tickets to > > him with a Generic Agent. But this seems like a nasty workaround if a > more > > elegant solution exists. > > > > > > > > > > > > Lars > > > > > > > > > > > > --------------------------------------------------------------------- > > 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 > > > --------------------------------------------------------------------- > 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 > --------------------------------------------------------------------- > 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 >
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