Ticket Lock doesn't work anymore

horobi

After upgrading to 1.17.4 i'm noticing problems with the ticket lock.

When i visualize an open a ticket locked by another operator there is no more warning on the top and the system allowed us to change fields simultaneously.

Anybody is having the same issue?

Best regards

KevinTheJedi

horobi

Not at this time, no. Do you have Locks enabled? Do you have it set to lock on view or lock on activity?

Cheers.

horobi

Lock on view and didn't change it from 1.16, could it be related to time zones both in PHP and MariaDB?

I now see a different timezone in PHP in 1.17

And in MariaDB i have this:

KevinTheJedi

horobi

Ideally you’d want UTC for db timezone so all dates can easily be converted to the User/Agent timezone or System timezone.

Cheers.

horobi

Done, it problem still exist though.

KevinTheJedi

horobi

Then I am unsure; I am unable to replicate this. You can go through the motions of locking a ticket and checking the lock table in the db to see if a record is added and if the time is correct. You can also check your browser console/network tabs to see if anything is being logged there.

Cheers.

horobi

Checked the ost_lock table and the record is added and the time is correct.

on the tickets page the lock is present

but when we open the ticket the red lock bar on the top is missing and system allows us to work on the same ticket.

I have the traffic logged in .HAR format from one of the locked tickets

Thanks

KevinTheJedi

horobi

You will have to start typing on the Reply box to see the Lock message appear.

Cheers.

horobi

ok it seems resolved, thanks, you can close topic