Lock/Unlock a Ticket

Locking a ticket makes you the owner of the ticket. This ownership and lock state indicates that no other agent needs take action.

Important

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.

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.

Unlock

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.

tmp_lock

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.