Hi all,

 

We recently installed OTRS 3.3.2 on a Windows 2012 Server after using OTRS for many years on OpenSUSE 11.2…

Everything works fine (we didn’t export the tickets, so database is clean) except for 2 major things.

 

First of all, when a customer sends an email and the email is read by OTRS, a ticket is created, but the owner is “Admin OTRS” and we don’t want that. We want the agent who responses first to that ticket to be the owner…

I already did some searching on google, but making sure that “Ticket lock after a follow up” is set to no on the queue and that “Ticket::Frontend::AgentTicketCompose###RequiredLock” is set to YES doesn’t make a difference…

If an agent responses to the ticket (move to another queue for example) the owner doesn’t change and we already disabled the root@localhost user…

 

Can someone please help us out with this?

 

Met vriendelijke groet / Kind regards / Mit freundlichem Gruß,
_______________________________________________________________

Erik van Ast