On Tuesday, June 08, 2004 3:11 AM
Damian Fuentes
Just wondering why u have to change the owner in order to change the priority of a ticket.
This is because the act of changing the priority basically resides on the same level as, let's say, adding a note to a ticket or sending out an answer to the customer. To perform such an action on a ticket, you have to be the owner of that ticket to prevent other agents from working on the ticket.
The owner defaults to root@localhost. Is there a way to set the owner to something as it comes in so that you can change the priority without having to change the owner. Or is there a setting I'm missing that can do this.
There is a Config option determining the 'last resort' default owner: # PostmasterUserID # (The post master db-uid.) [default: 1] $Self->{PostmasterUserID} = 1; To preset an owner depending on the contents of an email, you may use the PostMaster filter modules: http://doc.otrs.org/cvs/en/html/receiving-email-filter-module.html There already is a GUI for managing the filters. See additionally: http://lists.otrs.org/pipermail/dev/2003-November/000224.html Procmail recipes are another way to do this: http://doc.otrs.org/1.2/en/html/receiving-email-procmail.html hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388