[SOLVED]Assign tickets to multiple agents

[danieldai]

In my OTRS practice, I haven't found a why to assign a ticket to multiple agents to avoid a ticket to be neglected by the responsible agent somehow. Can I assign to one group or one role, which can be mutiple agents? I thought setting up out of office time can solve this problem to some extent. But in non-admin agent platform, the agent can't set up out of office time. It is inconvenient to let admin always set it up. Any workaround?

[jojo]

Tickets should be moved to Queues as Queues represent a team of people. Also the Agent himself is able to change his absence time via his personal settings.

[danieldai]

Tickets should be moved to Queues as Queues represent a team of people. Also the Agent himself is able to change his absence time via his personal settings.

What we do is that every ticket is received into a RAW queue, 1st-line support moves it into a queue which is linked to mutiple users, assign it to a specific user within these users.