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Peter Rotich authored
Add the initial concept of thread (tickets & tasks) referral.

* Agent & Team
Referring a ticket to an agent or team - is just like assignment without
actually assigning. If referred agent doesn't have access to the ticket's
department then they'll only have view access.

* Department
This is like assigning a ticket to the entire department. Meaning agents who
have access to the referred to department will now see the ticket - what
they can do with the ticket will depend on the assigned role in that
particular department.

It's important to note the ticket will technically be still the
responsibility of the primary department. Transferring the ticket is the
sure way to relinquishing the responsibility.

* Auto Department Referral via email
This will happen if an email is sent to multiple departments. For example an
email with TO: support &  CC: billing will result in the ticket getting
routed to "support" department and "billing" getting a referral of the same
ticket. This allows both departments to have visibility of the ticket -
which is not possible at the moment.
523dc8d6
History
Name Last commit Last update
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advanced-search-criteria.tmpl.php
advanced-search-field.tmpl.php
advanced-search.tmpl.php
assign.tmpl.php
collaborators-preview.tmpl.php
collaborators.tmpl.php
content-manage.tmpl.php
delete.tmpl.php
dynamic-field-config.tmpl.php
dynamic-form-fields-view.tmpl.php
dynamic-form-simple.tmpl.php
dynamic-form.tmpl.php
faq-print.tmpl.php
form-manage.tmpl.php
inline-form.tmpl.php
list-import.tmpl.php
list-item-preview.tmpl.php
list-item-properties.tmpl.php
list-item-row.tmpl.php
list-items.tmpl.php
navigation.tmpl.php
note.tmpl.php
notes.tmpl.php
org-delete.tmpl.php
org-lookup.tmpl.php
org-profile.tmpl.php
org.tmpl.php
queue-column-add.tmpl.php
queue-column-condition-prop.tmpl.php
queue-column-condition.tmpl.php
queue-column-edit.tmpl.php
queue-column.tmpl.php
queue-columns.tmpl.php
queue-navigation.tmpl.php
queue-preview.tmpl.php
queue-quickfilter.tmpl.php
queue-savedsearches-nav.tmpl.php
queue-sort.tmpl.php
queue-sorting-add.tmpl.php
queue-sorting-edit.tmpl.php
queue-sorting.tmpl.php
queue-subnavigation.tmpl.php
queue-tickets.tmpl.php
quick-add-role.tmpl.php
quick-add.tmpl.php
refer.tmpl.php
reset-agent-permissions.tmpl.php
sequence-manage.tmpl.php
set-password.tmpl.php
simple-form.tmpl.php
status-options.tmpl.php
sub-navigation.tmpl.php
task-edit.tmpl.php
task-preview.tmpl.php
task-print.tmpl.php
task-status.tmpl.php
task-view.tmpl.php
task.tmpl.php
tasks-actions.tmpl.php
tasks-queue-sort.tmpl.php
thread-email-headers.tmpl.php
thread-email-recipients.tmpl.php
thread-entries.tmpl.php
thread-entry-edit.tmpl.php
thread-entry-resend.tmpl.php
thread-entry-view.tmpl.php
thread-entry.tmpl.php
thread-event.tmpl.php
ticket-preview.tmpl.php
ticket-print.tmpl.php
ticket-status.tmpl.php
tickets-actions.tmpl.php
tickets.tmpl.php
timezone.tmpl.php
transfer.tmpl.php
user-account.tmpl.php
user-delete.tmpl.php
user-import.tmpl.php
user-lookup.tmpl.php
user-register.tmpl.php
user.tmpl.php
users.tmpl.php