28 Oct
2004
28 Oct
'04
9:36 a.m.
do you refer to already closed tickets, that become reopened? I think closed tickets are unlocked. So if they become reopened by a followup they should show up in the queue and could be locked by any agent who has rights on the queue.
I don't thint so. Because it should first be assigned (locked) to owner and after timeout released to queue. That is the way how it was in earlier versions. Thanks for hint anyways! Best regards, Alex