Adding additional Agents to Ticket

cmcswain

Running osticket 1.15.4. I'm happy with the install but I'm having some confusion about how to add an additional resource (agent/department/team) to a ticket so that they can see the ticket and activity. Thanks.

FunkFuMaster

One way of achieving this could be Referrals .. This will give another Agent/Department/Team View-Only access to an already assigned ticket .. Mind you, the Assignee would not change .. Referrals will not be able to edit or reply to ticket.. They will, however, be able to post Internal Notes

To add Referrals :

Open the ticket view
Click on the Cog/Gear icon, on the right-hand top corner
Select Manage Referrals
Click on the Refer tab
Select either Agent, Team, or Department.
Repeat to add more Referrals

ntozier

You do not grant additional resources to tickets. Tickets are put in a Department. Only those with access to the Department would be able to see and work the ticket. It might be helpful if you think of a Department like a bucket that only members of that department have access to. To have another Department work on it, the ticket would be transferred to another Department.

The build in exception to this is Teams. Teams can be comprised of Agents from multiple Departments. It's still a bucket to put ticket into though.

Referral access is for when you transfer a ticket to another bucket (team or department) and want to be able to see/read/follow the ticket as it travels through the workflow in another bucket.