Robert Bui wrote:
The Helpdesk could assign the ticket to the agents (and possibly the responsible person at the same time). The agent could work on the ticket on the day or within the week. The Helpdesk want to check any outstanding tickets (this could be done via Search function).
Or you could enable the StatusView, which I think is pretty handy: Admin -> SysConfig -> Frontend -> Frontend::Agent::ModuleRegistration -> Frontend::Module###AgentTicketStatusView
The Helpdesk found that there are two tickets related together so the Helpdesk merge them up. Immediately the Helpdesk becomes the Owner (by default) which is a problem. Not sure why this is the case. The Helpdesk could set the ticket for pending and send a reminder to the agent (not necessarily the Helpdesk). Again, the ticket is locked and now owned by the Helpdesk (by default). Not sure why this is the case. There are other situations where the ticket get locked by default.
Who is this 'The Helpdesk'? Is it a person? An admin? Anyway, in order to do something with a ticket you will need to lock it. This is to make sure that no two agents (or more) are working on the same ticket. If 'The Helpdesk' modifies a locked ticket it will have to change the owner afterwards to give the ticket back to the original agent (if that agent is still supposed to handle the rest of the ticket). Disabling auto-locking will not help, as you just cannot modify a ticket without having it locked. You'll have to 'manually' lock a ticket before being able to modify it. I hope this clears things up, Nils Breunese.