Recategorize services after to send ticket

[camilonavarrete]

Hi!.

I want to recategorize the service after that the user send a ticket.

In customer ticket the user will be to choise a service opcion, but in some cases, he can to choise a wrong option, for this reason i want as agent to recategorize this ticket service.

I have a problem about that. In my team we have 2 visions:

1.- set all services available to user selection (with the eventuality that the user feel overwhelm and choise any option finally)
2.- set some generic services for the user selection ( and the agent recategorize more perfectly).

If i choose the second option, as i tried, can to set services let available to the user, but if this user send a ticket, when the agent try to recategorize on (Priority option), only appears the available services of the user, but not the agent services (supposing that agent have all services availables).

How can i to recategorize as agent in a agent service a user ticket if he not have all services??

Many thanks!
Regards

[fcasal]

You can try this. You set the services to the customer, and with acl, don´t show during ticket creation, but agents could change it.

Regards