Is there a way to define who the default owner of a new ticket? Or better, is there a way to define who the default owner of a ticket is based on what group it was initially assigned to?
Yes. You can go it with a generic agent. It would be something like this: %Jobs = ( # -- # [name of job] -> assign ticket owner # -- 'assign owner' => { # defines criteria of what to look for Queue => 'some queue', States => ['new'], # new ticket properties New => { # tells what to do with tickets that match above criteria Owner => 'some owner', }, }, ); You can read more about generic agents heres: http://doc.otrs.org/1.3/en/html/generic-agent-config-file.html If you are using OTRS 1.3.1 then you can set the generic agents inside the web interface through an easy to understand gui and no need to mess with coding inside of .pm files.