Response Due Not Changed on Agent-Created Ticket
I create some tickets with myself as the requester. When the time goes by for a response and the status is "Response Due," I reply in the ticket, but the status does not change and still says "Response Due." Is this a bug? This only happens in tickets that I create with myself as the requester.
See attached files.
Has anyone else noticed this issue?
So how do I respond as the agent and not as the requester?
This was a change introduced quite sometime back wherein the tickets raised by the agents will also follow the group/scope validation.
In this case, we would consider the agent as the original requester on the ticket. This implies that the agent will have only user level access for the ticket. This was built around the concept of agents raising internal tickets to different departments within the same org.
It would be great if there was a way to allow admin to choose whether a response is required when the requester and the agent are the same. I don't really like the idea of setting up another email address to use as a requester.
The only case where the response due tag doesn't go off is when the same agent who had created the ticket, replies on the ticket. In case , the reply is made by a different agent, the system would take it for consideration .