Users simultaneously replying

RT Users
1

Hi Guys

We’ve recently started using RT for a department of about 15 users. We’re having a problem where multiple users are simultaneously replying to the same job. Is there a way to either:

Change the status of a job when viewed?
Lock the job when a reply is being written?
Or any other suggestions to prevent this for happening?

Thanks for your help.

Samuel

2

Lock the job when a reply is being written?
Or any other suggestions to prevent this for happening?

That’s what ‘take’ is for - only one worker can ‘take’ a ticket.
(But it depends on the discipline to ‘take first, then answer’!)

Less strict would be to ‘look for open state’, which is set on
answering, but will fail if multiple workers look into one queue.

For more than those, you will have to define state(s) and create
new scrips I believe.

Stucki

Christoph von Stuckrad * * |nickname |Mail stucki@mi.fu-berlin.de
Freie Universitaet Berlin |/_*|‘stucki’ |Tel(Mo.,Mi.):+49 30 838-75 459|
Mathematik & Informatik EDV |\ *|if online| (Di,Do,Fr):+49 30 77 39 6600|
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3

Maybe RT::Extension::TicketLocking?

ChrisAm 15.01.2013 04:53, schrieb Samuel Paris:

Hi Guys

We�ve recently started using RT for a department of about 15 users.
We�re having a problem where multiple users are simultaneously replying
to the same job. Is there a way to either:

Change the status of a job when viewed?

Lock the job when a reply is being written?

Or any other suggestions to prevent this for happening?

Thanks for your help.

Samuel

4

Hi Guys

We’ve recently started using RT for a department of about 15 users.
We’re having a problem where multiple users are simultaneously replying
to the same job. Is there a way to either:

Change the status of a job when viewed?

Lock the job when a reply is being written?

Or any other suggestions to prevent this for happening?

You can implement locking via RT’s normal rights. Simply don’t grant
ModifyTicket or ReplyToTicket to anyone but the Owner role group, but
make sure your Privileged users have the OwnTicket right.

Now in order to make changes to the ticket, they’ll need to take it
first by claiming ownership. Anyone who isn’t the Owner won’t be able
to modify it.