Lock all techs out of ticket except assigned tech

We have an issue where a Tech is working on a ticket, then mid-stream another tech hops on it, disrupting the continuity of support to the staff who has created the ticket.

Is there anyway to lock all other techs (except perhaps group manager) out of ticket except the assigned Tech, after it has been assigned.

Thanks for any help with this.

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whd 12.5

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fluffy_midnight

It is not possible to lock a ticket to the assigned technician.

You can lock the ticket when a technician is viewing/editing the ticket, but technician assignment cannot be used for limiting access.

If you wanted technicians to only view/edit tickets they have or that haven't been assigned, you would limit their permissions and visibility so they cannot access or see tickets that aren't theirs or in the queue.

viguy

Thanks for the reply, you said that you can "Lock" the ticket when you are viewing/editing the ticket? Do you know how that is done?

Here in our environment,

Tech#1 has the ticket open as they are viewing it,

Tech #2 tries to view the ticket and is presented with a pop up screen that says "Tech#1 is currently in the ticket, and that it may cause an issue if Tech#1 is editing it" . Tech #2 is given the choice whether to enter the ticket or not, but is not locked out.

Is there something in the config of WHD that I need to enable to ensure that Tech#2 is not able to get into this ticket while it is opened/edited?

jtmarsh67

In setup under ticket options there is set of radio buttons you can choose allow to edit, warn or block.

viguy

Awesome that's perfect.... thanks. Enjoy you day.