osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
Team Tickets don't show as "my ticket" if also assigned to an Agent.
In osticket we have a team X (basicaly 3rd-Level-Support) which stretches over several Departments.
Usually the workflow is like this: Ticket comes in and is assigned to a supporter. Supporter investigates the issue and sometimes comes to the conclusion that he needs in-depth technical help. He then assigns the ticket to the team X . The ticket stays in the Support department since it's technically still a support case that needs further investigation by team X, the supporter is still responsible for communication with the client.
Problem is that the ticket does not show under MyTickets for Team X because it is at the same time assigned to the original agent (also cant be unassigned easily), so it usually takes Team X a while to see that there is a Ticket that needs their attention. Is it possible to make these Tickets appear under "my Ticktes" for Team X like it would if it is only assigned to the team and has no agent?