First in - First out

Technical assistance
1

Hello together,

we try to realize first in - first out to our new tickets arriving zammad.

It should only be possible for an agent to edit and assign only the oldest ticket with the state “new”. Every newer ticket should be locked from any user assignment.

Is there any way to make core workflows depending on other tickets with the same state?

2

No this is not possible. Agents cherry picking are an issue, this might training from super visor or whatever. You could possibly limit your overviews to show… lets say a ticket after 5 minutes (after an update / creation), but it will still appear in the activity stream and thus is more like a shady workaround than a solution.

3

That was my assumption, too. :confused:
I haven’t found any option, which could be remotely useful for a situation like that.

Thanks for help