hello parag
u can do it via sysconfig serach option in core ticket .
it says update owner on lock u have to save it as yes. let me know if it
works
shrikant.
On Thu, Dec 9, 2010 at 2:43 AM, Parag Bhalerao wrote: Hello friends, I have OTRS 3.0 on Windows platform. I have configured the system to
poll an email account and automatically create a ticket in the queue.
When the new ticket gets created, it appears in the queue with the
status as "New". When an agent opens (zooms) that ticket and clicks on
"Lock", I want two things to happen, 1. Change ticket state to "Open" - I could accomplish this in SysConfig
2. I want the owner of the ticket to change to the agent who locked the
ticket. This should happen even if agent doesn't add any notes, email
response, etc. Any thoughts how the owner can be changed automatically upon ticket
lock? GoodWills Parag Bhalerao ---------------------------------------------------------------------
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