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

#300-152 West Hastings
Vancouver, BC, V6B 1G8 Canada
www.appnovation.com