As an Operations person, I have a solution which does not involve any tweaking of programming or creating an agent as a customer.
Using @skip’s variables, IT agent Max would create a ticket, assign it to fellow IT agent Christine who usually does such things, and write an internal note saying that it’s for his workstation. If Christine has notifications for tickets that are assigned to her turned on, she’ll hear the ding and/or see the update in the icon widget, look at the ticket, and then fix the problem.
No programming required. 