Hello,
we use osTicket (v1.15.4) at our vocational school for training in IT Servicemanagement.
Our training system has different Agents in different teams (Level 1 and Level 2 support). There are also departments in Level 2, e. g. "Support-Firewall" or "Support-Storage" etc.
I have the following situation:
When my Level-1 Agent want to assign a Ticket to the whole Level 2 Team, there is still written his name in the "Assigned to"-field.
The complication:
When Level 2 is solved and he/she want´s to assign it back to the Level 1 Agent from before, it is not possible, because he is still written there in the "Assigned-to"-field.
Solution?
What I need for my scenario:
A certain agent who is connected to a certain customer gets the ticket and forwarded or better assign it to the Level 2 Team. So within the ticket is only "Level 2" displayed without his own name.
Someone of Level 2 catch the ticket and solve it and then send it back to my certain agent and only him.
What should I do, that it is working like this? 🤷♀️
