[SOLVED] unread articles when change the agent

[dcorbera]

We are working on a ticket, and we read all its articles. When other agent accesses the ticket, all its articles appears as unread. It's normal?

[jojo]

yes, because he did not read the articles

[dcorbera]

I don't understand.
If we have 10 agents, for example, is not possible that all agents read all articles.
When agent A reads an articles, other agents don't have to read it, unless they are the owners/responsible agent. Can we mark this article as readed for all agents?
Thanks.

[jojo]

If you are owner, responsilbe or watcher of a ticket the star is yellow,
if you are not owner, responsilbe or watcher of a ticket the star is white

Agents work on their locked tickets, so all other people know that somebody is working on it.

[dcorbera]

Yes, I agree. This means a lot of tickets will have the white star, because an agent will read only the tickets with the yellow star. Really it's strange for me.

[jojo]

yes, because the agent did not read the article (perhpas he is still interested in some of the tickets). So everything works as designed (a shared imap folder works the same, if somebody reads an email it stays unread for others)

[dcorbera]

Ok, thanks for your help.