We’re still in an evaluation phase, looking at ways to use the software effectively. One of the things we’re trying to do is to work out a procedure for dispatching new tickets that come in. All new tickets have an owner of root@localhost. When I dispatch these tickets, I would sometimes change the owner to the particular IT person likely to be responsible for the ticket. However, this makes the ticket become locked, hiding it by default from all other IT persons and preventing it from being moved or changed.

Is there a way to control the behavior so that changing the Owner of a ticket doesn’t leave the ticket locked to that owner? If there is no option to handle this, can someone point me to the relevant code module where this is handled?