Locking Tickets?

[sven-teichmann]

Hello,

I have worked with OTRS for many months. Now I will switch to SimpleDesk, because OTRS needs to many system-resources. A really good feature in OTRS was, that it had locked tickets automatically when someone of the staff was replying to the ticket, so that no one else can reply to it (to avoid double replies). Is this possible with SimpleDesk?

[Spoogs]

No that feature is not available.

There is however a setting in SMF, that will warn a user if a new reply was made before their reply is submitted.

[Gruffen]

There are actually so many ways it can go wrong in fact to have this locking system introduced, that it's really not worth the hassle of introducing it in a web based environment.

E.g.
* sudden loss of internet (no-one else can work on the ticket)
* people leaving tabs open and forgetting to actually hit the send button (it happens especially in the multi-tasking environments we work these days)