Nils Leideck - ITSM wrote :
On 28.01.2010, at 23:48, Leonardo Certuche wrote:
You're right, he's the owner but it's not locked to anyone, do you know how can we avoid this behavior? it results confusing four our agents
I am afraid this is not possible in the current release.
2 suggestions
1. file an enhancement bug report on bugs.otrs.com http://bugs.otrs.com and enjoy the new style on otrs.org http://otrs.org tomorrow morning ;-))) 2. play around with a custom module which is a copy of "responsible auto set" feature ... maybe this can be used to reset the owner after the ticket has been created.
Hi Leonardo, hi Nils, we use a generic agent as a workaround, which sets these tickets to a special owner at regular intervals to reflect the unowned state. Leonardo, this could help as a quick remedy. The custom module would of course be a better solution. If you get this to work I wouldd be glad if you share the code. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de