[Closed] Super Agents that can access locked tickets?

[interploy]

Is there a way to create a super agent in OTRS that can access (edit/respond/close/etc) any ticket even if it's locked? It's something we'd like to have for one or two people (supervisors), but not everyone.

Thanks,
-interploy

[crythias]

Generic agent is a super agent.
But, generally, no. One owner, one ticket. If you want to respond, take the ticket.

This keeps down the confusion over who, exactly, is in charge of the ticket.

[interploy]

Fair enough. I'd still like to give supervisors more direct oversight though. I know I can change the ticket lock time per queue... Can the GenericAgent (or some other service) automatically set ticket watching and/or responsibility?

[crythias]

Can the GenericAgent (or some other service) automatically set ticket watching and/or responsibility?

Generally, no. GenericAgent can't set or much do anything with Watcher.

It *might* be able to do something with responsible or a ticket event can be created (programming) to address anything else.

[ferrosti]

Usually one should not take over a ticket for good reasons. One needs to make sure that noone is working on it.
If that´s the case and your supervisor needs to take over, all he needs to do is set the owner to himself and work on it.

[interploy]

Sorry for the late reply...

@crythias: Okay, thanks. I'm still not very familiar with what the Generic Agent's capabilities are so that's good to know.

@ferrosti: The override would only be for supervisors; we wanted to keep locking as-is for everyone else. But, so long as they can reassign the ticket to themselves when needed that should be good enough.

Thanks!

[shostakovich]

With editing you do not mean "editing articles"? That would be a different cup of tea and not possible.
But making it possible to add a note on locked tickets (locked to other agents) is just some small code change; done that before. Also for closing (i.e. doing a state change) I see no problem at all.

[ferrosti]

Adding notes is always possible, locked or not.

[interploy]

With editing you do not mean "editing articles"? That would be a different cup of tea and not possible.
But making it possible to add a note on locked tickets (locked to other agents) is just some small code change; done that before. Also for closing (i.e. doing a state change) I see no problem at all.

The use case is that our supervisors need to be able to step in and take over a ticket if the agent assigned is out and they forgot to reassign or unlock their tickets. They shouldn't be doing anything more than what the original agent can otherwise.