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 <will@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

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