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

ticket lockout feature issue

Info:
osTicket Version  :v1.10 (901e5ea) — Up to date
Web Server Software :Apache Phusion_Passenger/4.0.10 mod_bwlimited/1.4
MySQL Version :5.5.44
PHP Version :5.5.38

ticket lock feature isn't working with V1.10. we had faced few conclusions recently after update.
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Comments

  • If someone would make a thread like this addressed to you, would you be able to understand what the person meant? :)

    How exactly this feature does not work for you? Do you have any examples? How it should be working in your opinion against how it is working now?

    Do you have any errors in the web server logs, other logs, etc?

    The more information you provide, the better :)


  • Or as I would post:

    Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance.  The more information you give us the better we will be able to assist you. Thank you.
  • Tickets are locked even if the last user has come out of the ticket.
    for example : one agent opens the ticket after viewing comes out form ticket window & is now on ticket index view
    (all the other agents are unable to post reply as response is ticket is locked )
  • 1) we have ticket locking system for 5 min, but when person is out of the ticket, then why is still locked
    2) in earlier version is ticket was locked & we had to close the ticket from the agent who has opened the ticket for other agent to reply.
    3) Today i have faced Ticket Lock out issue (which was not allowing any ticket to be replied) it was responding 'lock issue' for which i had checked the form & made changes i.e., lockout = 0, but there might be a ticket collusion.

    Please help me to avoid collusion.
  • 1) we have ticket locking system for 5 min, but when person is out of the ticket, then why is still locked
    A: Because you have Tickets locked for 5 minutes.

    2) in earlier version is ticket was locked & we had to close the ticket from the agent who has opened the ticket for other agent to reply.
    A: What earlier version was this?  Because I run two earlier versions in production environmentsand have never experienced that.

    3) Today i have faced Ticket Lock out issue (which was not allowing any ticket to be replied) it was responding 'lock issue' for which i had checked the form & made changes i.e., lockout = 0, but there might be a ticket collusion. 
    A: There is no such thing as a ticket collision... only Agent Collision.  If you would like more help addressing this you are going to have to provide more details about that than what you have.  What forms?  What settings?  What do you mean replied to (via email?  via the ui?  Staff side?  Client side?) etc.

  • form:

    System Settings and Preferences — osTicket (v1.10)

    Senario 1 : setting - Collision Avoidance Duration: 3
    1) ticket is locked even when there's no agent logged in. it doesn't allow us to even update internal note.
    2) any agent is not able to respond to the ticket created

    Senario 2 : Setting - Collision Avoidance Duration: 0
    1) Tickets not getting locked we can respond or post reply on all the ticket
    (but agent Collision may happen as there is no time for set for 'Collision Avoidance'

  • i want help in - Scenario 1
  • There is nothing that I can help you with.  You will have to wait the 3 minutes until the lock times out.
  • thx but if i set 3 min. ticket which are not locked by any one or no one is working on particular ticket is opened freshly are also not allowed to post reply since system throws a error : 'Your lock is expiring soon'
  • The only time I have heard of that is if your timezones wrong some place: (db, server, php, osT, profile)
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