I
it_mh

  • Mar 12, 2020
  • Joined Mar 12, 2020
  • 0 best answers
  • In Ticket Lock

    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

  • In Ticket Lock

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

  • In Ticket Lock

    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