Thanks Kevin,
Looking into these, could someone clarify a couple of points please?
1) Where does OS ticket source the time from in this section (see screenshot) ? The time and time zone on my server is correct but the server is showing an hour slow, if I push the timezone forward an hour ticket arrival is timestamped incorrectly.
2) How exactly should collision avoidance work. If it is set to 30 mins (as an example) and someone replies to a ticket, should it lock the ticket for 30 minutes whilst they are working in it, and as soon as they stop working on it or finished replying the lock is released? Or should it be locked out for 30 minutes no matter.