osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
Agent Collision Avoidance
Many of my colleagues are complaining that the agent collision avoidance feature is not working properly. They are sometimes not seeing that another agent is currently viewing the ticket (I have checked and ajusted the collision time to 90 minutes but the complaints are still coming).
We also have had a problem that somehow one of our agents was simultaneously "viewing" 3 tickets and therefore all 3 tickets were locked by him. In reality, he opened and left 3 separate tickets but the system somehow did not react and allowed all 3 tickets to be locked by him. This agent constantly has the problem and the tickets are only reopened when the 90 minutes run out or he logs off.
Our instance is not what I would consider huge by any means (roughly 1,100 tickets to date) but I cannot pinpoint what might be causing this failure/bug other than a slow actualization rate (my server side??).
Has anyone else had a similar problem or maybe advice on what may be causing this problem?? Any thoughts may help and are appreciated.
osTickt Version: v1.9.15
Server Software: Apache 2.2.22 Ubuntu
MySQL Version: 5.1.73
PHP Version: 5.3.2-1 ubuntu 4.30