Would changing the lock status after changing queue fix the issue? I seem to remember this changing after making available assign queue functionality from other locations in the OTRS system. If so what setting would I look for?
As for assigning queue from the response screen: We have 2 agents and 9 queues. Both agents have access to all queues (including POSTAMASTER). The queues are broken up into a different queue for each different system supported by a different vendor. When an agent first click the new article from the dashboard, they need and wants to pen a response, If they the ticket right then and there the ticket will be in the wrong (POSTMASTER) queue. I would like to be able to prevent tickets from being closed in the POSTAMASTER queue and if it is attempted ask for the Queue when the closing in the POSTMASTER action is attempted. This way they don’t have to back out, assign queue re-write the response and close or then have to dig through the closed tickets to then reassign to the queue (never happens). We may not be following standard helpdesk procedures but when we are dealing with 30-50 tickets a day we need to speed the interaction of the ticket system and reduced steps.
Thank you!
Scott R. Morgan
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young
Sent: Monday, January 26, 2015 12:27 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Assign Queue Behavior
Changing Queue during reply doesn't make sense. It's an agent-side issue anyway. You don't need to inform your customers about customer-inactionable label changes.
Once an agent has changed the ticket queue, it tends to unlock the ticket by default. Since this isn't *your* ticket anymore, it (kind of) makes sense that you'll be thrown back into tickets that you'd have access to, especially if it might be that you sent the ticket to a queue you don't have access to.
On Mon, Jan 26, 2015 at 1:08 PM, Scott R. Morgan