Use this process when you need to update the Service Coordinator field in Service Tickets but it is grayed out and cannot be edited.
Resolution:
This issue is due to the ticket being in the status of Resolved. In order to make the Service Coordinator field live again, go to the front of the ticket, and remove the resolution code from the bottom right corner and save.
The Service Coordinator field will now be live and editable.
Once the Service Coordinator is selected, save the change.
You can then also reselect the resolution code and save it to re-resolve the ticket.