Hi

We’ve been discussing some changes in our help-desk workflow which we may want to implement as part of a forthcoming move to OTRS 5, from 3.0

The normal  OTRS behaviour for a ticket created from an incoming mail is for it to remain ‘new’ and ‘unlocked’ until an agent replies to the customer.   At that stage, the ticket becomes ‘open’ and ‘locked’, and the owner is changed to the current agent who has replied.

 

For reasons that may possibly make sense for us, we’re wondering if there’s any way to disable that default behaviour, so that tickets will remain in a ‘new’, ‘unlocked’ state until specifically assigned an owner.

Is this something that’s possible?   I have had a search in SysConfig options for 5.0 but can’t see anything  that seemed relevant.

 

Regards

Phil

This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system.