Topic by Vikash Patel
Hello All,
Can you please help me here. Agents are not able to change the incident status on their console and it's completely grayed out(Not able to edit) . As these are older incident and had been created almost 4 Months back.
Now the question is whichever the incident they have has not been solved by any agent and still in updated stage. Now they want to reopen the incident and start working again on the same incident. But they are not able to perform.
Kindly help me here on high priority.
Regards,
Vikash
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