Chris.Chapman

Under "Understanding What Light Agents Can Do," this is something light agents can't do:

• Change the ticket status

However, in the Comments, Beau P says, "You can setup a trigger for the purpose of reopening tickets upon light agent response..." 

I'm confused as to what we can use triggers to do.  According to Beau P, we can use a trigger to allow a light agent to change the status of a ticket from Solved to Open.  Does this mean we can use a trigger to allow a light agent to change the status of a ticket from Open to Solved?  Can we use a trigger to allow a light agent to change the group assignment?

Light agents can add internal notes and triggers can respond to the text of private comments, so triggers could in theory allow light agents to change ticket statuses and group assignments - internal notes and triggers are native functionality, which I would think we'd be allowed to use as creatively as we like - in terms of light agent actions, when is it okay for us to do this and when is it not okay?

Chris C