Collision Avoidance - multiple staff

[scanreg]

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is file locking / collision avoidance built into hesk?

support is currently supplied by one staff but this looks like it will grow to several simultaneous staff so we need to be sure that multiple staff are not simultaneously responding to the same ticket

thanks

[Klemen]

HESK doesn't use flat text files but a MySQL database, so file locking isn't an issue.

To make sure two staff members aren't replying to the same ticket:

1. if you have "Auto-assign tickets" feature enabled tell the staff to only reply to tickets assigned to them

2. if you have "Auto-assign tickets" disabled tell the staff to first assign the ticket to themselves by clicking the "Assign to self" link in the ticket head before replying.

If a staff member is reading a ticket that is assigned to someone else, the "Add reply" form will also show a notice that the ticket is assigned to another user.

[scanreg]

Thanks Klemen

Does Auto-Assign immediately assign a ticket to a staff member who accesses that ticket but hasn't yet replied?

Thanks

[Klemen]

Auto-assign assigns the ticket to a staff member immediately after a ticket is submitted.

[scanreg]

thanks very much