Multiple users editing the same ticket - how does RT handle concurrent edits?

I was asked by one of my users, what happens if two people are editing a ticket at the same time ?

Our current system, that I’m trying to replace, tells users when another user is editing the same ticket

I tried editing one ticket with two users at the same time – I could see no notice/indication that someone else was modifying that same ticket

I’ve searched the web/wiki/docs – I don’t see anything about it

I can’t believe the most used ticketing software in the world can’t/doesn’t protect against multiple users editing the same ticket at the same time

what am I missing ?

Al;

RT doesn’t notify two users if they have both entered an editing screen for
the same ticket, as you’ve discovered.

I’m not sure that many people generally see this as an issue though. If
two people add commentary to the ticket, both comments are kept. If two
people edit a ticket’s fields at the same time, although the edits by the
first person to submit are lost at the top, records of both sets of edits
are permanently saved in the ticket’s history. In my eight years using RT
across five different installations, no one has ever raised this as an
issue.

Is this strictly just a “what if” scenario for you, or is it causing
problems? If it’s causing problems, I’d love to know exactly how so that I
can avoid those problems in my setups. I also wonder whether in your case,
(company and/or RT) policy changes could help—e.g. "only ticket owners may
modify a ticket’s fields."On 28 June 2014 07:02, Al Joslin allen.joslin@gmail.com wrote:

I was asked by one of my users, what happens if two people are editing a
ticket at the same time ?

Our current system, that I’m trying to replace, tells users when another
user is editing the same ticket

I tried editing one ticket with two users at the same time – I could see
no notice/indication that someone else was modifying that same ticket

I’ve searched the web/wiki/docs – I don’t see anything about it

I can’t believe the most used ticketing software in the world
can’t/doesn’t protect against multiple users editing the same ticket at the
same time

what am I missing ?

Al;

RT Training - Boston, September 9-10
Training — Best Practical Solutions

I was asked by one of my users, what happens if two people are editing a ticket at the same time ?

Our current system, that I’m trying to replace, tells users when another user is editing the same ticket

I tried editing one ticket with two users at the same time – I could see no notice/indication that someone else was modifying that same ticket

I’ve searched the web/wiki/docs – I don’t see anything about it

I can’t believe the most used ticketing software in the world can’t/doesn’t protect against multiple users editing the same ticket at the same time

what am I missing ?

Al;

Have a look on this:

Chris

It was a “marketing bullet point” that was granted larger significance than it deserved in my tired mind

It’s importance may yet be inflated by my users or management, but I think RT’s other strengths will win through

thanks,
al;On Jun 30, 2014, at 2:35 AM, Alex Peters alex@peters.net wrote:

RT doesn’t notify two users if they have both entered an editing screen for the same ticket, as you’ve discovered.

I’m not sure that many people generally see this as an issue though. If two people add commentary to the ticket, both comments are kept. If two people edit a ticket’s fields at the same time, although the edits by the first person to submit are lost at the top, records of both sets of edits are permanently saved in the ticket’s history. In my eight years using RT across five different installations, no one has ever raised this as an issue.

Is this strictly just a “what if” scenario for you, or is it causing problems? If it’s causing problems, I’d love to know exactly how so that I can avoid those problems in my setups. I also wonder whether in your case, (company and/or RT) policy changes could help—e.g. “only ticket owners may modify a ticket’s fields.”

On 28 June 2014 07:02, Al Joslin allen.joslin@gmail.com wrote:
I was asked by one of my users, what happens if two people are editing a ticket at the same time ?

Our current system, that I’m trying to replace, tells users when another user is editing the same ticket

I tried editing one ticket with two users at the same time – I could see no notice/indication that someone else was modifying that same ticket

I’ve searched the web/wiki/docs – I don’t see anything about it

I can’t believe the most used ticketing software in the world can’t/doesn’t protect against multiple users editing the same ticket at the same time

what am I missing ?

Al;

RT Training - Boston, September 9-10
Training — Best Practical Solutions