Requesting Services via agent interface {SOLVED}

[SLESSARD]

I'd like to know if there's a way to allow certain users / groups within the agent interface to request service ?? It seems like only Customers can request service but in our organization our Customers will log in to the agent interface with limited access / privileges. Therefore when entering a request, a customer always has to be entered for the services to appear (see attachment).

Any way to tweak or work-around that?

Thanks

[SLESSARD]

Main reason being that tickets will circulate back and forth between IT and the Customer about 80% and, unless I didn't find the setting yet, it is impossible to re-assign a ticket to a Customer (Queue and Owner)

[jojo]

customers shoul not use the agent frontend