Hi, Stefan: El Jueves, 31 de Julio de 2008 16:29, Stefan Knott escribió:
Hi @all,
Our Scenario envisions one Person responsible for all tickets, who is delegating each ticket actively to multiple employees. The Workflow needs this Person to be able to change ticket state, notifications, etc. without being the owner of the ticket anymore, but i can't seem to find such a setting in SysConfig.
I half-solved the problem by activating the Responsibility-Module and it sort of works - with setting the delegating person as responsible in each and every ticket, but i can't find a way to automagically set this person as responsible (like, for example, a X-OTRS-Responsible flag in Postmaster Filter?)
I think you understood it backwards: since your "responsible" is the ultimate "holder" of the ticket status, is he the one that should be the ticket owner while those working on the ticket are "responsible" for its inner working. So try this: make your "responsible person" to be the owner of all tickets and let him set the technician who will be in fact working on the ticket as responsible. -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro@andago.com