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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Understanding locking

I am confused as to how exactly locking is supposed to be "used."

A staff member opens a ticket, and then it is locked but there is no apparent way to "unlock" a ticket even if you reassign it.

It seems like there should be a way to "unlock" a ticket if you are the one who viewing the ticket and causing it to be "locked." Even if I logout the ticket still ends up being locked.

Am I just confused as to how this is supposed to be used?

Comments

  • If locking is on, a ticket will be locked for a certain amount of minutes that you can set manually (see Auto-Lock Time). So when you open a ticket it will be locked for as long as you entered (zero minutes will disable locking).
  • Hrm... but if a user is still viewing the item will the autolock time still unlock it?

    Let's say it takes me 5 minutes to respond with the window opened but the auto lock time is set to 2 minutes. Would there be a 3 minute window that the ticket is not locked?
  • I have not tested this, but the ticket will gain a lock on activity. That means when an user opens the ticket the lock is set. If the user is then doing nothing (typing is not detected as well off course) for 5 minutes, I guess the ticket will be unlocked after 2 minutes. But you can test this by opening the site in two browsers and see what happens.
  • Gotcha,

    I played with it and figured out that editing the comment section make the lock stay active.

    This makes it a bit hard to "hand-off" a ticket to someone without waiting for the lock to expire. As a quick fix I made this:

    http://www.osticket.com/forums/showthread.php?t=1066
  • Yes, 4ice is right!
    4ice;3896 said:
    I have not tested this, but the ticket will gain a lock on activity. That means when an user opens the ticket the lock is set. If the user is then doing nothing (typing is not detected as well off course) for 5 minutes, I guess the ticket will be unlocked after 2 minutes. But you can test this by opening the site in two browsers and see what happens.
    I have tested, and 4ice is exactly right!

    If a Staff (Staff A) starts to view a ticket, then he/she will gain a lock for 2 minutes (based on the case above) counted since the ticket was being displayed. If another staff (Staff B) is trying to view this ticket during this 2 minutes, then Staff B will get a warning message: "Unable to obtain a lock on the ticket" and also an error message: "This ticket is currently locked by another staff member" all at once.

    Then after that 2 minutes is over, the lock-time will automatically expire, even its lock record in ticket_lock table is still in there and Staff A is still viewing that ticket. Therefore, if Staff B starts to view the ticket after that 2 minutes while Staff A still viewing that ticket also, then Staff B will create another new lock for the next 2 minutes (this will update its lock record in ticket_lock table), and so on.

    And thanks to webPragmatist for the MOD at:
    http://www.osticket.com/forums/showthread.php?t=1066
    for unlock the locked ticket.
    I think it needs an option from Admin Panel to grant "Unlock The Locked Ticket" permission to the specific user-groups (i.e: something like: Only Admin and or Manager can unlock the locked-ticket). ;)

    I've just got a new lesson from this, and that's why I share this to you. Hope this is helpful.

    Best regards,
    Masino Sinaga
  • Was this ever implemented?
  • zombie thread from 2008.
    closing thread.

    If you have a question please start your own thread.
This discussion has been closed.