Showing 5 ideas for tag "lock"
kudos icon +

User Experience

add config option AgentTicketZoom::RequiredLock

Add a config option to auto lock a ticket when opening (zooming) a ticket: AgentTicketZoom:RequiredLock =1 (just as all the other RequiredLock options). I want all opened tickets to be locked for reason:1. they should be locked....

2. it updates the ticket history table, so I can see who worked on the ticket and

3. I can calculate the time worked on the ticket based on the ticket_history entries

kudos icon +

Development

escalation on first lock

Hi everybody,
many of our customers would really appreciate a further level of escalation for queues, that is:

escalation on first lock.

In my idea the escalation time should start as soon as the ticket is created and it should be stopped as soon as the ticket is locked the first time.
Further unlock/lock operations on the same ticket should not be taken into consideration.

Up till now it is not enough for an agent... more »