We are using SharePoint 2016 on-premise.
We have 3 instances of Help Desk installed within our Intranet. Only one instance is having an issue with the "Detect agent collision" feature. When someone else is assigned to the ticket, I can't add a note (even if the assigned agent hasn't made any changes or viewed the ticket). After I click edit on a ticket assigned to someone else, it will show the warning "Attention: The ticket has been assigned to Agent Name". And if I press save, a pop up saying "The ticket has been assigned to Agent Name", and won't allow me to save my comment.
So none of our agents can add a public or private comment to someone else's assigned ticket. Do you know why this is happening, or how I can turn the Collision Detection feature off?