Allow any agent to respond to a locked/other owners ticket
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
Office:604 568 0313 x114
Fax:604 568 0314
Cell:778 689 1244
Skype:will.sheldon http://skype.appno.net/?skype=will.sheldon&user=will
#300-152 West Hastings
Vancouver, BC, V6B 1G8 Canada
www.appnovation.com
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This is the point of locking the tickets. It (in theory) reduces the
confusion on both sides of who, exactly, is handling the ticket. If the
ticket is locked, it means the owner owns the ticket. Hands off. If you
want to reply from the ticket, you will need to take ownership of it *OR*
reduce unlock time/disable locks.
On Wed, Sep 24, 2014 at 9:05 PM, Will Sheldon
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
Office:604 568 0313 x114 Fax:604 568 0314 Cell:778 689 1244 Skype:will.sheldon http://skype.appno.net/?skype=will.sheldon&user=will
#300-152 West Hastings Vancouver, BC, V6B 1G8 Canada www.appnovation.com
Click here to unsubscribe from further Appnovation communications.
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I agree with removing it from the queue when locked, but I thin there are situations where another agent should be able to step in even if the ticket is locked. Maybe display a warning, but make it possible.
I guess the other option would be to notify the customer of the notes as well, or create a secant type of customer notify note. Would that be possible?
Will Sheldon
IT Manager
Office: 604 568 0313 x114
Fax: 604 568 0314
Cell: 778 689 1244
Skype: will.sheldon
#300-152 West Hastings
Vancouver, BC, V6B 1G8 Canada
www.appnovation.com
Click here to unsubscribe from further Appnovation communications.
On September 24, 2014 at 8:38:26 PM, Gerald Young (crythias@gmail.com) wrote:
This is the point of locking the tickets. It (in theory) reduces the confusion on both sides of who, exactly, is handling the ticket. If the ticket is locked, it means the owner owns the ticket. Hands off. If you want to reply from the ticket, you will need to take ownership of it *OR* reduce unlock time/disable locks.
On Wed, Sep 24, 2014 at 9:05 PM, Will Sheldon
Will Sheldon, I think what Gerald hinted at (among other parts of his answer) is that there's one more thing an agent can do with another's ticket: He can re-assign it to himself. In the OTRS version I am accustomed to, it's - display the ticket in full - choose 'owner' action field - choose yourself as new owner, and submit. Then he can reply normally. And if he wants, he can afterwards again re-assign the ticket to the person it was assigned to in the beginning. Hope that helps, Susan
participants (3)
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Gerald Young -
Susan Dittmar -
Will Sheldon