LockOnRead
Freeby Perl-Services.decompany
Automatically locks a ticket when an agent opens the ticket zoom view.
The LockOnRead add-on for Znuny and OTRS enhances support efficiency by automatically locking tickets as soon as an agent opens them in the Zoom view. In standard installations, agents often have to lock tickets manually or perform an action (like a reply) before the lock is applied. This frequently results in two agents reading and starting to work on the same ticket at the same time. LockOnRead eliminates this risk by applying the lock immediately upon opening, provided the ticket is currently unlocked. This saves time and prevents inconsistent communication with the customer.
Features
Automatic Lock on Read
Automatically locks the ticket to the current agent as soon as the ticket zoom view is opened.
Prevention of Duplicate Work
Prevents multiple agents from working on the same ticket simultaneously without realizing it.
Smart Locking Logic
The function only triggers if the ticket is currently unlocked when accessed.