Am new to the forum, so first off i would like to say hi to all and also thank you to the contributors. I have found allready a lot of helpfull information on the forums.
So i am a bit stuck at the moment, i'll try to explain my problems, keep in mind i am not a developer and i am doing everything in the UI
- Somehow a few days ago i got it managed that when an agent opens a ticket he got automaticly the the ticket lock. Now for some reason the agent doesent get the lock not automaticly anymore.
- Also when the first agent opened a ticket, he was automaticly the owner and responsible, i'dd like this. But ... same as above it's gone and all new tickets have automaticly the admin as owner/responsible.
- Another thing that 'disapeared' When a new ticket arived it was 'new' when this ticket got opened it got the status 'open', now if you open a new ticket it keeps having the status 'new'
It feels like the 3 points above are linked to eachoter, but kind find it
Thnx in advance for your help.
Best regards,
Sophie