Hi Guys, If Agent is on holiday - I change his/her status to Vacation Mode. But how to address the following case: - Agent A is on holiday.- Before his holiday - A managed to reply to customer regarding ticket T and closed the ticket.- While A is still on holiday - customer replies to ticket T, providing some important and urgent information.Now question:- how to automatically forward ticket T to agent B (B is in the office, while A is on holiday)?All best,TommyPS: osTicket version v1.9.12 (19292ad)

There is no way to do that.But if the ticket is assigned to a department... then it doesn't matter.  Anyone else in the department will see the ticket.

4 years later

hello, we are currently trying to find a way to handle the exact issue tommyp describes. perhaps there has been an update that would help since 2015? thank you for any help you can provide. -jay

This thread is 4 years old. Please do not be a necromancer.
Please start your own thread for your issue with your information.
You would have to log into the Agents account and set vacation mode, or edit the database directly to set onvacation to 1 on their account.
Killing zombie thread with a head shot.

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