I create a new ticket in a department (supervisor). A
user of this department assigns it to a agent at another department
(support stuff). Now the ticket is assigned to the department
controlling and all members of this department can see it. The agent
which is assigned to the ticket can see it too.
Now the agent of the department supervisors want's to see all tickets
without a assigned agent to assign it too. So the Agent opens the
advanced search and selects 'Statuses'='open' and 'Assigent
To'='Unassigned'. But it will find the ticket which are assigned to
anagent too...
The goal is to reach following:
1. Creating ticket by back-office-stuff in department supervisor
2. Assigning the tickets by supervisors to a support-agent
3. after-job-handling by controlling and assigning to back-office-stuff
4. Billing by back-office-stuff and closing the ticket