Thanks for your replies,
I decided to change AgentTicketPhone.pm as there was a bit of code setting
owner to current user if no owner was specified.
Now all the calls are assigned to root@localhost by default, which is ok
after I changed root's name to unassigned.
I guess this will not survive otrs upgrades so it will be additional upgrade
step for me (not too bad).
Thanks again,
Robert
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Gerald Young
Sent: 09 March 2011 12:50
To: User questions and discussions about OTRS.
Subject: 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
mailto:poreba.robert@googlemail.com 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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