Hi, On 21.08.2009, at 15:08, Christian Meier | Medienzentrum wrote:

For us the workflow is as follows: - a ticket was worked by agent A and agent B watched the ticket - agent A closes the ticket and agent B unsubscribes - the ticket gets a follow-up message => re-opened and locked by agent A - agent B has no chance to get an info about the follow-up message => no take over by agent B is possible (if agent A is unavailable for instance)

If the locked tickets are shown in queue view I as a dispatcher can assign the ticket to an other agent.

If the user has subscribed to the queue, has preferred to receive an e- mail about follow-ups on subscribed queues, and the ticket is unlocked which receives a follow-up, then Agent-B will be notified. -- Shawn Beasley Senior Support Engineer ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/