Category Folder HelpDesk
Problem Read only tickets: Sometimes tickets are opened in Read only mode, so that I cannot edit them. Why?
Read only tickets: Sometimes tickets are opened in Read only mode, so that I cannot edit them. Why?As many user organizations had conflict errors when several users worked on the same ticket, we introduced the new feature to only allow one user at a time on a ticket. Others can read it, but they cannot open it. If you have this problem often, you might need to think about introducing some changes:
To avoid that two people want to work with the same ticket there are some things you can do:
If a ticket is opened in Read only mode even if no other user has opened it, there is a tool in the Folder HelpDesk Settings to correct this:
Open the "Advanced" dropdown in the Folder HelpDesk ribbon group and select Maintenance. Then click on "Fix now" at the label “Fix those tickets that were shown in read-only mode, but were not opened by another user”.