Hello,

so i have a question:

Agent A is opening a ticket, Agent B is opening the same ticket 5 minutes later. So Agent B doesn't see that Agent A has already opened this ticket, until he will write something in the text boxes.

Is it possible to customize osTicket, so that when Agent B wants to open the same ticket it appears a message box that Agent A is already working on this ticket and the ticket will be locked for this time and no access for Agent B is possible?

osTicket version: 1.12.3 Patch 1

Thank you!

Best Regards

    it_mh 1.12.3 Patch 1

    This is not a real version.

    it_mh Is it possible to customize osTicket, so that when Agent B wants to open the same ticket it appears a message box that Agent A is already working on this ticket and the ticket will be locked for this time and no access for Agent B is possible?

    No. Tickets are not related to other tickets in any fashion before they are opened or while they are opened.

    If you end up with two tickets simply merge them.

        There are not two different tickets, it is the same ticket.

        It is not possible for two agents to open two tickets at the same time and have it create a single ticket.

        If perhaps you actually mean two different Agents are trying to update the SAME ticket... then you would want to use the Lock Semantics at Admin panel -> Settings -> Tickets

        But the problem actually is that two agents can open the SAME Ticket.

        So until one agent is writing maybe a solution text, and the secon agent also won't to write it appears the message that the first agent locked this ticket.

        In my opinion it would be better the secon agent cant open the ticket

        Perhaps you are confusing terms. Opening a ticket is the act of creating a ticket.
        Yes two different agents can in fact open tickets. Even if the owner and data is identical they are still two separate tickets. You would merge them to make hem one ticket.

        Viewing a ticket is not "opening a ticket". Yes, multiple Agents can view the same ticket. No multiple Agent cannot update the same ticket at the same time due to locking. Also there is a visual indicator on the Ticket List that the ticket is in use.

        So to me this sounds like: a staff training and work flow issue, and possibly using the built in locking features.

        @it_mh @ntozier - You can indeed tricker ticket lock on view by changing Lock Semantics in Admin Panel > Settings > Tickets > Lock Semantics

        Cheers,

        @peter I'm pretty sure that the poster does not want a ticket to be "Viewable" when locked. Lock Semantics does not have an option that prevents Agents from Viewing a ticket that they have access to if it is locked.

        a year later
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