This is a notification from the Help Desk. On Jul 02, 2011 @ 04:46 pm, parag.bhalerao@cybertech.com wrote: Thanks Shrikant, There is only one place for TicketOwnerUpdate under Ticket::EventModulePost###140-ResponsibleAutoSet. But that doesn't change the owner. L GoodWills Parag Bhalerao From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shrikant k Sent: Thursday, December 09, 2010 12:35 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket State and Owner hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. ==Ticket History== On Jul 02, 2011 @ 04:45 pm, shrikant.k1986@gmail.com wrote: hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. ------ On Jul 02, 2011 @ 04:45 pm, crythias@gmail.com wrote: You shouldn't have to do anything. The one who locks the ticket owns the ticket. I believe the first person to do anything to the ticket to make a change (for example, Click response) locks the ticket and assigns himself as the owner. In addition to that, if a third-party owner is assigned to the ticket (for example, a dispatcher/manager assigns a ticket), the ticket is immediately locked. ------ On Jul 02, 2011 @ 04:45 pm, parag.bhalerao@cybertech.com wrote: Hello friends, I have OTRS 3.0 on Windows platform. I have configured the system to poll an email account and automatically create a ticket in the queue. When the new ticket gets created, it appears in the queue with the status as "New". When an agent opens (zooms) that ticket and clicks on "Lock", I want two things to happen, 1. Change ticket state to "Open" - I could accomplish this in SysConfig 2. I want the owner of the ticket to change to the agent who locked the ticket. This should happen even if agent doesn't add any notes, email response, etc. Any thoughts how the owner can be changed automatically upon ticket lock? GoodWills Parag Bhalerao --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ On Jul 02, 2011 @ 04:44 pm, lists@schramm.es wrote: Jean BROW schrieb:
How can I change so "Next ticket state:" always is "sucsessfull closed" ?
As an example you can set the next ticket state by compose response to customer via sysconfig: Ticket::Frontend::AgentTicketCompose###StateDefault King regards -- Dominique 'NetAndroid' Schramm - Twitter: @NetAndroid_BY - Identi.ca: @netandroid --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ On Jul 02, 2011 @ 03:50 pm, itlj@gyldendal.dk wrote: Hi Parag, You must have made some change to the configuration, because the default operation of OTRS is to change the owner of a ticket to the agent that locks it. If you want to revert to the default configuration for testing purposes, rename Kernel/Config/Files/ZZZAuto.pm to something else. This will clear all your changes to OTRS (except the ones you made in Config.pm, but you should avoid that if possible). If OTRS then works as you outlined below, you have to hunt down what change you made to make it stop working right. ZZZAuto.pm is somewhat readable, so you should be able to look through it and find the culprit. Lars From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Parag Bhalerao Sent: Thursday, December 09, 2010 4:53 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket State and Owner Thanks Shrikant, There is only one place for TicketOwnerUpdate under Ticket::EventModulePost###140-ResponsibleAutoSet. But that doesn't change the owner. :( GoodWills Parag Bhalerao From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shrikant k Sent: Thursday, December 09, 2010 12:35 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket State and Owner hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. ------ On Jul 02, 2011 @ 03:49 pm, parag.bhalerao@cybertech.com wrote: Thanks Shrikant, There is only one place for TicketOwnerUpdate under Ticket::EventModulePost###140-ResponsibleAutoSet. But that doesn't change the owner. L GoodWills Parag Bhalerao From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shrikant k Sent: Thursday, December 09, 2010 12:35 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket State and Owner hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. ------ On Jul 02, 2011 @ 03:48 pm, shrikant.k1986@gmail.com wrote: hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. ------ On Jul 02, 2011 @ 03:48 pm, crythias@gmail.com wrote: You shouldn't have to do anything. The one who locks the ticket owns the ticket. I believe the first person to do anything to the ticket to make a change (for example, Click response) locks the ticket and assigns himself as the owner. In addition to that, if a third-party owner is assigned to the ticket (for example, a dispatcher/manager assigns a ticket), the ticket is immediately locked. ------ On Jul 02, 2011 @ 03:48 pm, parag.bhalerao@cybertech.com wrote: Hello friends, I have OTRS 3.0 on Windows platform. I have configured the system to poll an email account and automatically create a ticket in the queue. When the new ticket gets created, it appears in the queue with the status as "New". When an agent opens (zooms) that ticket and clicks on "Lock", I want two things to happen, 1. Change ticket state to "Open" - I could accomplish this in SysConfig 2. I want the owner of the ticket to change to the agent who locked the ticket. This should happen even if agent doesn't add any notes, email response, etc. Any thoughts how the owner can be changed automatically upon ticket lock? GoodWills Parag Bhalerao --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ On Jul 02, 2011 @ 03:48 pm, lists@schramm.es wrote: Jean BROW schrieb:
How can I change so "Next ticket state:" always is "sucsessfull closed" ?
As an example you can set the next ticket state by compose response to customer via sysconfig: Ticket::Frontend::AgentTicketCompose###StateDefault King regards -- Dominique 'NetAndroid' Schramm - Twitter: @NetAndroid_BY - Identi.ca: @netandroid --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ On Jul 02, 2011 @ 03:43 pm, everydaywow@gmail.com wrote: How can I change so "Next ticket state:" always is "sucsessfull closed" ? ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1655