Guyard Marc NIS wrote:
I want to know if it's possible to reply to a ticket that is not hers.
In fact, we work in 24/24 7/7 and we need to update a ticket even if
it
is not ours (not locked on us).
Do you know if it's possible to do that other than changing the
owner of
the ticket ?
Only the owner of a ticket can send replies. If this wasn't the case
then you'd never detect when two or more people are working on the
same ticket.
You have several options here:
- An admin could re-assign tickets as needed
- Give agents permission to change the ownership of a ticket
- Have agents unlock tickets after replying to them (agents could
forget this)
- Set up a GenericAgent job to to unlock tickets after some time (so
agents don't have to remember to unlock tickets)
- ...?
There may be an option to disable ticket locking altogether (I don't
know), but I would really not like the risk of multiple agents sending
out a reply to a customer.
Nils Breunese.
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