I was wondering why it isn't possible to move a ticket into a queue if you are not the owner of the ticket. Because it's not your ticket. And the destination queue may not be allowed for the current owner.
Is there any possibility to do what I need without having to code something custom? Yes, use Generic Agent.
On Wed, Jul 10, 2013 at 5:16 AM, Finetti, Stefano < sfinetti@lynx-international.com> wrote:
Hello,
I was wondering why it isn't possible to move a ticket into a queue if you are not the owner of the ticket.
I'm the customer service manager, and I'm not the responsible for the ticket since we have a number of accounts who are responsible for their own customers. Sometimes I need to move tickets between different queues and each time i need to take ownership, move, and then reassign the ticket, thus creating at least 3 useless notes in the ticket. I've looked into System Configuration in order to find a way to change this behavior, but without luck.
Is there any possibility to do what I need without having to code something custom? thanks
-- *Lynx International Srl* *Stefano Finetti* *Customer Service Manager*
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