yabado Posted February 21, 2007 Share Posted February 21, 2007 Does WHMCS lock a ticket (make it uneditable, no-reply) when a staff member has it open? That way two staff members do not reply at the same time. If so, then how does it work? What table value is set to make it "locked"? Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted February 21, 2007 WHMCS CEO Share Posted February 21, 2007 No, it does not. Link to comment Share on other sites More sharing options...
bear Posted February 21, 2007 Share Posted February 21, 2007 Get it to do that and you'd be one up on Kayako. Link to comment Share on other sites More sharing options...
Adam Posted February 22, 2007 Share Posted February 22, 2007 Get it to do that and you'd be one up on Kayako. Kayako has a cool option now where if two staff members are typing to one ticket you can see the others reply! In REAL-TIME all ajax. Very hard to go away from Kayako. From, Adam Link to comment Share on other sites More sharing options...
bear Posted February 22, 2007 Share Posted February 22, 2007 We're finding that to be a bit buggy, actually...good concept, needs a bit more work. Link to comment Share on other sites More sharing options...
Adam Posted February 22, 2007 Share Posted February 22, 2007 We're finding that to be a bit buggy, actually...good concept, needs a bit more work. Still waiting for the stable build From, Adam Link to comment Share on other sites More sharing options...
ozzie Posted February 22, 2007 Share Posted February 22, 2007 IMHO record locking would be just fine. No real need for this fancy nice to have stuff. What ever happened to the KISS principle? Ozzie Link to comment Share on other sites More sharing options...
yabado Posted February 22, 2007 Author Share Posted February 22, 2007 The only real problem for this feature, as a coder, would be IF the staff member gets cut off somehow (crash, close browser, etc..) and the ticket being looked at never gets un-locked. Otherwise it would be a simple boolean toggle. Link to comment Share on other sites More sharing options...
ozzie Posted February 22, 2007 Share Posted February 22, 2007 The only real problem for this feature, as a coder, would be IF the staff member gets cut off somehow (crash, close browser, etc..) and the ticket being looked at never gets un-locked. Otherwise it would be a simple boolean toggle. That's a problem with any system where the application does the record locking instead of the OPS or the database engine. Initially the solution is often a manual unlock when needed, usually very quickly followed a little SQL program in the night queue. I have seen this happen with several BIG $$ commercial systems. Ideally the database engine should keep track of which records are open for read or write access and secure them accordingly. Still, better to have an application lock than no lock at-all. Cheers, Ozzie Link to comment Share on other sites More sharing options...
Adam Posted February 22, 2007 Share Posted February 22, 2007 Hey, The ticket doesn't need to be locked. Maybe just a little picture of a lock or even text saying "Staff member x is already replying to this ticket." But still let the other staff member look and even reply to the ticket. From, Adam Link to comment Share on other sites More sharing options...
yabado Posted February 22, 2007 Author Share Posted February 22, 2007 yeah, that would work too Link to comment Share on other sites More sharing options...
welch Posted February 23, 2007 Share Posted February 23, 2007 The only real problem for this feature, as a coder, would be IF the staff member gets cut off somehow (crash, close browser, etc..) and the ticket being looked at never gets un-locked. Otherwise it would be a simple boolean toggle. That's a problem with any system where the application does the record locking instead of the OPS or the database engine. Initially the solution is often a manual unlock when needed, usually very quickly followed a little SQL program in the night queue. I have seen this happen with several BIG $$ commercial systems. Ideally the database engine should keep track of which records are open for read or write access and secure them accordingly. Still, better to have an application lock than no lock at-all. Cheers, Ozzie I think they should lock (no changes) the account as a whole if a staff member is viewing it. If a browser crashes or such, the lock out will timeout after 5 minutes of no activity. Link to comment Share on other sites More sharing options...
yabado Posted February 23, 2007 Author Share Posted February 23, 2007 welch, That is not realistic. Something like that would require a cron job. Plus it would get annoying, what if it takes you longer than 5 minutes to respond to a ticket? Link to comment Share on other sites More sharing options...
yabado Posted March 19, 2007 Author Share Posted March 19, 2007 I digress, welch was not too far off on a viable solution. I have thought about it and I think I have a way this would work, and it is real simple to implement. 1. Add 2 fields, lastadminviewing AND lastadminviewingtime(timestamp) 2. Whenever an admin opens a ticket, the table would be updated with the username and unix timestamp. Everytime they do something with that ticket, the 2 values will be updated. 3. Other admin tries to open a ticket for answering, table is checked to see if this admin is the same as in the 'lastadminviewing' field. If not, then it checks the timestamp to see if enough time has passed (2-5 minutes, config option?) for the new admin to work on the ticket. This would require NO cron job AND NO actions (checking a checkbox, etc...) required by the admin viewing the ticket. AND if the admin replies to the ticket via email, then the same logic would apply. Checks the 2 fields, if passed then the ticket reply is submitted. If not, then it is rejected and the replying admin is notified that the ticket was replied to 'x minutes ago by admin 'otheradmin'. What do you think? Did I miss something obvious? Link to comment Share on other sites More sharing options...
handsonwebhosting Posted January 29, 2008 Share Posted January 29, 2008 I'm perfectly fine with just a picture of a lock if a staff member opens the ticket, and then have it disapear after "X" minutes, or when they click out of it. WE have 7 staff members, all working from remote locations and all online during the day together. Clients are currently getting duplicate responses on tickets (thankfully all the suggestions are exactly the same) - but the day will come when the response is a contradiction of the other person Kayako we used to use, and we moved over to WHMCS so it's all in one. Currently we all have a google WhiteBoard up. When someone is replying, we post the ticket number, and everyone knows not to edit it. For now, that's the only solution we have on this Would love to see a lockdown, or the timestamp idea. Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted January 29, 2008 WHMCS CEO Share Posted January 29, 2008 This was implemented some time ago. It sets the reply status for an admin as soon as they click the Reply tab on a ticket. And then when they leave the page automatically removes it to say they aren't writing a reply any longer. For other admins who visit while they are replying, it says the admin name and the time they started their reply. Matt Link to comment Share on other sites More sharing options...
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