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 <thor@goerich.de> 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
<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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