I've just implemented Osticket, but maybe I've missed something :
I've created a few agents who received automatically and respectively the tickets from the population of the service they are assigned to (via a filter rule)
For example, Mr X - agent that is authorized to access to "Production" service, receive the ticket of Mr Y because Mr Y belong to the Production service. Mr X is just here to judge if the need is legitimate or not.
Then, when the agent answers to the ticket and then assigns the ticket to me (support agent) to treat it, the ticket is not visible anymore. I need that Mr X can still see what happens to this ticket, despite he has assigned it to me so he can not interact anymore.
How can I do that ?