Hello,
I have studied and test OTRS for the past 2 month, and I found that it can do a lot of great things.
But I cannot figure out how can you automatically assign an owner to the ticket to the first agent that responses to an email ticket.
Let me make it clear:
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Someone send an email on OTRS’ address
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A new ticket is created
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An agent gives a response to that ticket and I want that when he does this the owner to be automatically changed to the respective agent that answered
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Also if it changes the owner there should be a noted added to that ticket, as it is done when you manually change owner.
So please give me an advice on how can I do that or something similar if you’ve already done this.
Thank you and I hope I was clear enough.
Have a good day!
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Mihai Oprea