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.