Close another tech's ticket without taking ownership
Is there a way another ticket owner can close someone else's ticket without taking ownership?
I manage a service desk team. Sometimes I see items where I want to add a comment and close a ticket my team is working on.
There are also times when one tech is covering for another tech during vacations and days off and they have to tidy up open items. I don't want the tech that did the majority of the work to loose credit for the case.
As it is now, one has to take ownership of the ticket in order to close it and that is skewing my metrics.
There are no answers at this time