How to make reply/forwd/phonecall available for all agents?

[mducharme]

Hi,

At the moment the ticket email functions (reply and forward) and phone call outbound do not appear for other agents, only the agent who has locked the ticket. If another agent wants to send an email or forward regarding a ticket, they have to temporarily change the owner to themselves and change it back again.

How can I set these functions so they are available to all agents?

Thanks

[crythias]

They can't... unless you want to disable locking. The default configuration is designed to prevent this on purpose, to reduce the possibility of redundant effort being spent on a ticket.