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ticket lockout feature issue
Info:
osTicket Version :v1.10 (901e5ea) — Up to dateWeb 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.
Comments
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 )
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.
form:
System Settings and Preferences — osTicket (v1.10)
Senario 1 : setting - Collision Avoidance Duration: 31) 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'