[otrs] Ticket dispatching to owner locks ticket

[Marcus Dennis]

We're still in an evaluation phase, looking at ways to use the software
effectively. One of the things we're trying to do is to work out a
procedure for dispatching new tickets that come in. All new tickets have
an owner of root at localhost. When I dispatch these tickets, I would
sometimes change the owner to the particular IT person likely to be
responsible for the ticket. However, this makes the ticket become
locked, hiding it by default from all other IT persons and preventing it
from being moved or changed.

 

Is there a way to control the behavior so that changing the Owner of a
ticket doesn't leave the ticket locked to that owner? If there is no
option to handle this, can someone point me to the relevant code module
where this is handled?

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