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multiple replies
Posted: Fri Oct 02, 2015 5:54 pm
by chriscripps
I am wondering if there is a system that people use to make sure two people don't reply to the same case simultaneously. We have this happen a lot and are looking for ways to prevent (by training people or by programming). Seems that two people might open the main page, select a case, see no one else replied on the case, and then type and send. They then get to compare their answers which are nice when they match, but may not often match.
Thanks for any guidance
Chris
Re: multiple replies
Posted: Fri Oct 02, 2015 8:13 pm
by Klemen
The only way to be sure two people are not working on the same ticket at the same time is to first assign the ticket to someone before replying.
This can be done in one of three ways:
OPTION #1: Turn "Auto-assign tickets" feature to ON in HESK settings
OPTION #2: If "Auto-assign tickets" is OFF, train your users to always assign an "Unassigned" ticket to themselves before replying:
BEST SOLUTION:
OPTION #3: a more "fool proof" solution would be to make a small change to the HESK code to disable replying to "Unassigned" tickets:
- backup existing files
- open file "admin/admin_ticket.php" in a plain text editor
- find this exact code:
Code: Select all
global $hesklang, $hesk_settings, $ticket, $admins, $can_options, $options, $can_assign_self;
- just BELOW that code add:
Code: Select all
if ( ! $ticket['owner'])
{
global $trackingID;
echo "<p> </p>";
echo ($can_assign_self ? '<b>Please assign the ticket to yourself before replying: <a href="assign_owner.php?track='.$trackingID.'&owner='.$_SESSION['id'].'&token='.hesk_token_echo(0).'">ASSIGN THIS TICKET TO ME</a></b>' : '<b>Ticket must be assigned before it can be replied to.</b>');
echo "<p> </p>";
return true;
}
- save, upload and test
This should hide the "Submit a reply" form in Unassigned tickets forcing people to do Step #2 above before working on the ticket.