[Tickets] Worker Activity Warning

[iammattmartin]

Although there is protection on a ticket in that when you send a message, if another worker has already sent one - you are advised.

This does mean if the reply is in-depth, one (or more) workers have wasted their time in putting a response together which may not be required any longer.

It would be really nice to have an ability to see who is currently viewing a ticket (and currently typing on that ticket). Not only in the GUI but also via the API.

A table for activity in the database could store the worker and any tickets they have open (could be multiple) as well as their state. Could then drop off on the next cron, if not active for the last X seconds.

It'll improve productivity and avoid wasted time with a busy desk, multiple workers and high ticket volume.

[jstanden]

This issue is ancient, but we've discussed 'event streams' as a possible feature in 10.3 that would cover this use case. The streams would be similar to the activity log, but they'd have a configurable retention period and would be able to store indexed metadata with the entry.

In this use case, workers viewing a ticket could add an item to the event stream with the timestamp, worker ID, record type, and record ID. An automation-backed widget could then look back a period of time in the stream to see who has looked at the record recently. Those views would expire automatically based on the retention in cron.maint, since otherwise there would eventually be millions of them.