Agent creates an issue for a customer ...

[demichef]

Hi all,

if an agent creates an issue for a customer (because there was a phonecall) the agent is automatically the Customer and also in his User Group.

Is there a possibility to "reassign" the Customer to be the "real" user (customer)? It sounds weird but I hope you get it.

br
Paul

[vzeman]

I think it should work already as you described in latest release.

[demichef]

Originally Posted by vzeman

I think it should work already as you described in latest release.

Hi Viktor,

thank you for the fast reply.
What I can do with an existing issue is:

- change status
- change owner
- change queue
- change priority

What I cannot do is to change the customer.
The point is that this issue is not visible for the user (customer) in his group and in his own view.

I am using the latest version 2.7.3.

Paul

[gmwestrup]

Originally Posted by demichef

Hi Viktor,

thank you for the fast reply.
What I can do with an existing issue is:

- change status
- change owner
- change queue
- change priority

What I cannot do is to change the customer.
The point is that this issue is not visible for the user (customer) in his group and in his own view.

I am using the latest version 2.7.3.

Paul

I need to be able to do this also. Has this been corrected? If so how do you do it. I have the version 3.1.4 installed

[gmwestrup]

I need this also. I am running 3.1.4

[mpullmann]

Sorry for late response. Do you mean, you want to change original creator of the ticket?

[gmwestrup]

Yes. If an agent opens a new ticket for a customer then they are listed as the customer and it is then only visible to the agents group and not the customers group. The customer also does not then get any emails generated but the agent does.

Need to be able to open a ticket and select which group and customer to assign it to. Or be able to change the customer and group.

[vzeman]

after ticket was created, it is not possible to change customer relation to this ticket.
Maybe the best solution here will be to ask your agents to create ticket from standard submit ticket form in another browser in same way as customer would do this (use customer email address).
Agent should not be logged in during submitting of ticket. Therefore is better to use e.g. Firefox for answering tickets and for submitting new customer tickets use e.g. IE or Opera.

[gmwestrup]

I am creating orderforms outside of this system and have them email to the correct queue. This way anyone can create a new ticket and have it assigned to any queue. i will post my form once it is done.