Replying to the same ticket at same time

RT Users
1

Scenario: Two different employees are working on and replying to the same
ticket at the same time.

Is there a way to send a notification that this ticket has already been
replied to before the second reply is sent? or while the second employee
has the ticket open?

Thank you for your help.

-Jesse Maseto

Jesse Maseto
Head of Support
ByWater Solutions
Support & Consulting for OSS
Office - Stratford,CT
T/F 888.900.8944

Jesse@bywatersolutions.com

2

Scenario: Two different employees are working on and replying to the same
ticket at the same time.

Is there a way to send a notification that this ticket has already been
replied to before the second reply is sent? or while the second employee has
the ticket open?

You could grant ReplyTo to only the Owner and Requestors of the ticket.

Sometimes Owner can be used as a mutex for the ticket.

-m

3

4.4 offers a “ticket locked” message that you can leverage-----Original Message-----
From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Matt Zagrabelny
Sent: Monday, March 21, 2016 3:13 PM
To: Jesse Maseto jesse@bywatersolutions.com
Cc: rt-users rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Replying to the same ticket at same time.

On Mon, Mar 21, 2016 at 2:09 PM, Jesse Maseto jesse@bywatersolutions.com wrote:

Scenario: Two different employees are working on and replying to the
same ticket at the same time.

Is there a way to send a notification that this ticket has already
been replied to before the second reply is sent? or while the second
employee has the ticket open?

You could grant ReplyTo to only the Owner and Requestors of the ticket.

Sometimes Owner can be used as a mutex for the ticket.

-m
RT 4.4 and RTIR Training Sessions https://urldefense.proofpoint.com/v2/url?u=https-3A__bestpractical.com_training&d=CwICAg&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=rNvi5hnZijpW7PIBzUjRmHwQQIkuCXjyQqVJdxu_C24&s=zsjgWcb5TvEHGXJBv8MsIV1cNPRl0XANpXLe53fOLBw&e=

  • Washington DC - May 23 & 24, 2016
4

Thank you both for your help.

-Jesse

Jesse Maseto
Head of Support
ByWater Solutions
Support & Consulting for OSS
Office - Stratford,CT
T/F 888.900.8944

Jesse@bywatersolutions.comOn Mon, Mar 21, 2016 at 3:48 PM, Parish, Brent bparish@cognex.com wrote:

4.4 offers a “ticket locked” message that you can leverage

-----Original Message-----
From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On
Behalf Of Matt Zagrabelny
Sent: Monday, March 21, 2016 3:13 PM
To: Jesse Maseto jesse@bywatersolutions.com
Cc: rt-users rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Replying to the same ticket at same time.

On Mon, Mar 21, 2016 at 2:09 PM, Jesse Maseto jesse@bywatersolutions.com wrote:

Scenario: Two different employees are working on and replying to the
same ticket at the same time.

Is there a way to send a notification that this ticket has already
been replied to before the second reply is sent? or while the second
employee has the ticket open?

You could grant ReplyTo to only the Owner and Requestors of the ticket.

Sometimes Owner can be used as a mutex for the ticket.

-m

RT 4.4 and RTIR Training Sessions
https://urldefense.proofpoint.com/v2/url?u=https-3A__bestpractical.com_training&d=CwICAg&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=rNvi5hnZijpW7PIBzUjRmHwQQIkuCXjyQqVJdxu_C24&s=zsjgWcb5TvEHGXJBv8MsIV1cNPRl0XANpXLe53fOLBw&e=

  • Washington DC - May 23 & 24, 2016
5

4.4 offers a “ticket locked” message that you can leverage

Are you referring to core functionality? because I haven’t seen that
mentioned in the 4.4 Readme.
I’m aware of the extension RT::Extension::TicketLocking but haven’t
tried if its compatible with 4.4.

Regards,

Joop

6

Sorry! You are quite correct, Joop - I am using that extension (and yes, it is compatible with 4.4 – or rather I should say that I have not had any issues with it yet)-----Original Message-----
From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Joop
Sent: Monday, March 21, 2016 4:27 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Replying to the same ticket at same time.

On 21-3-2016 20:48, Parish, Brent wrote:

4.4 offers a “ticket locked” message that you can leverage

Are you referring to core functionality? because I haven’t seen that mentioned in the 4.4 Readme.
I’m aware of the extension RT::Extension::TicketLocking but haven’t tried if its compatible with 4.4.

Regards,

Joop

RT 4.4 and RTIR Training Sessions https://urldefense.proofpoint.com/v2/url?u=https-3A__bestpractical.com_training&d=CwICAg&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=_ypzGx1u_Q2g42c8ukF9mQATuoUFsjYD7fUqTycAvL0&s=aQkejwQGP-FlTL9sWXdM3Flw92LG2t-aevnIX7WC_5w&e=

  • Washington DC - May 23 & 24, 2016
7

Sorry! You are quite correct, Joop - I am using that extension (and yes, it is compatible with 4.4 – or rather I should say that I have not had any issues with it yet)

No problem. I’m going to try it on a test setup and if it adds to our
workflow implement it in production.

Thanks for confirming,

Joop

PS:
Sorry, missed the reply to list