patrick.dillon@aleris.com wrote : [...]
Our problem is that when the original ticket (owner/responsible are both set to root@localhost) is moved to another queue, the owner/responsible fields are set to the name of the person who moved the ticket. We would like for the owner/responsible fields to remain the default value (root@localhost) until a technician grabs the ticket and makes him/herself the owner. [...]
Hello Patrick, this is most likely due to Ticket::Frontend::MoveType being set to "New Window". This causes an autolock on the agent when moving, followed by an autounlock due to Ticket::EventModulePost###99-ForceUnlockOnMove. To fix this you can set Ticket::Frontend::MoveType to "Dropdown", but you will then loose some options like adding a note when moving. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de