I agree with removing it from the queue when locked, but I thin there are
situations where another agent should be able to step in even if the ticket is
locked. Maybe display a warning, but make it possible.
I guess the other option would be to notify the customer of the notes as well,
or create a secant type of customer notify note. Would that be possible?
Will Sheldon
IT Manager
Office: 604 568 0313 x114
Fax: 604 568 0314
Cell: 778 689 1244
Skype: will.sheldon
#300-152 West Hastings
Vancouver, BC, V6B 1G8 Canada
www.appnovation.com
Click here to unsubscribe from further Appnovation communications.
On September 24, 2014 at 8:38:26 PM, Gerald Young (cryth...@gmail.com) wrote:
This is the point of locking the tickets. It (in theory) reduces the confusion
on both sides of who, exactly, is handling the ticket. If the ticket is locked,
it means the owner owns the ticket. Hands off. If you want to reply from the
ticket, you will need to take ownership of it *OR* reduce unlock time/disable
locks.
On Wed, Sep 24, 2014 at 9:05 PM, Will Sheldon <w...@appnovation.com> wrote:
Hello OTRSers :)
Sometimes a customer will call and an agent other than the assigned will search
for and find a ticket.
By default all this agent can do is add a note.
How do you configure OTRS so any agent can respond, so long as it's a ticket in
one of the queues (s)he has access to?
Will Sheldon
IT Manager
Office: 604 568 0313 x114
Fax: 604 568 0314
Cell: 778 689 1244
Skype: will.sheldon
#300-152 West Hastings
Vancouver, BC, V6B 1G8 Canada
www.appnovation.com
Click here to unsubscribe from further Appnovation communications.
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