Dear all,

Is there a way for an agent to login as a customer?

I have setup my OTRS to authenticate users (both agents and customers) via Active Directory but although they are listed my agents cannot login through the customer portal.

Is there something  I can do in order to allow them to login as customers?

I would like to have this functionality because it’s required my agents to be able to submit tickets to queues on which they are not owners.

I can create a new ticket for the “Agent” itself via the Tickets->New Ticket but because it is created on another queue the agent can no longer find it from anywhere but the link that was send to the agent’s mailbox.

In general what is the best way to handle an agent that must be a user at the same time?

Regards,

G.