Hello Community,
Scenario - An agent picks up tickets that come in to the open tickets queue, and assigns someone else or directs it to a team. Even though the agent is no more working on the ticket, he is still a "ticket owner" and is accountable to see the ticket through.
How can I set up a queue or something similar where every agent can keep track of tickets they own (even though they were never the assignee)?
I tried using updatedBy() with currentuser() to set up a queue but it doesn't seem to work.
Another approach that I can think of is to somehow automatically add the agent to the watcher list and then define a queue based on watcher = currentuser(). Can anyone suggest the automation on how to auto assign the agent to the watcher list?
Thanks in advance.
Aman
