Lock/Unlock a Ticket#


Ticket locking is automatic when accessing communication screens or when ownership is changed. Ticket locking is configurable by the administrator.

Select Lock or Unlock from the ticket menu. This action is immediate.

Lock states#

Distinct lock states indicate the different stages of the locking mechanism. These states are lock, unlock, and tmp_lock.


This state indicates that ticket processing is in progress by the assigned agent. It prevents actions from taking place without the actor taking ownership of the ticket.


This state indicates that the owner stated on the ticket is the last actor. Any person with write permissions on this ticket can now take action.


This state indicates to the system that the current owner of the ticket should not be changed. This state prevents other users from locking the ticket during critical operations by another user. This state is neither visible nor can it be selected by the user.