We would like a "cleaner" process to change a Staff agent to a Light agent.
The reason for this would be for when that Staff agent goes on vacation or leave.
Eugene goes on vacation for 2 weeks. The tickets assigned to Eugene, in status less than closed, are 100 tickets. Those 100 tickets need to be re-assigned to another agent, Patrick. We reassign those 100 tickets to Patrick. Then when Eugene returns, we find those 100 tickets, if not already closed, assign back to Eugene from Patrick.
We prefer not to do this process because of ticket history and auditing.
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