Some tickets are not able to be worked
I don't know you, but some times I have the following issue: When I try to work a ticket in the "Actions" menu, the options are not clickable. Do you know why happens this issue?
In the image you will see that "Work Incident" or "Reassign incident" are not clickable (the color is gray). In the other hand i.e. "Submit KB" is clickable (the color is bold blue).
How can I close this ticket?