Re: [otrs] Ticket owner set up automatically

You are correct. I made a mistake. I verified the following result on 2.x and 3.x. If Owner is "-", Owner is assigned to User, and ticket is open and unlocked. I thought I saw and verified something different. Mitigation: Create an Open Ticket Owner and assign the ticket to him or root@localhost. (Open Ticket Owner should have the Queues in his My Queues) To do that automatically? It's possibly that changing the .dtl to include an input type="hidden" might work as a permanent fix. But, open tickets are open tickets. If Owner doesn't lock the ticket, it's still fair game. On Wed, Mar 9, 2011 at 6:24 AM, Thor Computer wrote:

Am 09.03.2011 04:08, schrieb Gerald Young:

When you create a ticket, if the Owner is -, which is default, it's the root@localhost Owner, and not locked.

Hi,

which Version of OTRS you are working on?! On different machines 2.2.7, 2.4.9. 2.4.9, when you create a phone-ticket, the owner is always the agent who created the ticket! Owner is "-". The ticket is open and unlocked! If the tickets come by mail and were fetched over Postmaster.pl the owner is root@localhost..

Greets

Thorsten

What version OTRS and do you have a specific config that assigns an owner?

On Tue, Mar 8, 2011 at 5:46 PM, Robert Poreba wrote:

Hi All,

When we create new Tickets, the Agent creating it becomes the Owner automatically.

Is there a way to disable this feature so the Ticket sits in the queue with blank owner until somebody picks it up?

I’ve checked google but no luck.

--

Kind Regards,

Robert

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