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
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