Re: [otrs] Allow any agent to respond to a locked/other owners ticket

Will Sheldon, I think what Gerald hinted at (among other parts of his answer) is that there's one more thing an agent can do with another's ticket: He can re-assign it to himself. In the OTRS version I am accustomed to, it's - display the ticket in full - choose 'owner' action field - choose yourself as new owner, and submit. Then he can reply normally. And if he wants, he can afterwards again re-assign the ticket to the person it was assigned to in the beginning. Hope that helps, Susan