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I've been trying to understand what stealing a ticket does. I've given the permission to the technician profile and I don't see what it does. I've tried looking at tickets that don't have anyone assigned and some tickets where there is already somone assigned to them but I don't see where I can use this feature. What does this option do?
If I give permission of "assign a ticket" then the technician is able to assign themselves or others to a ticket. Please explain "Steal a ticket" and where it would be useful.
Thanks in advance.
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