On Wed, 27 Oct 2004 17:05:05 -0400, Bryan K. Wright
Hi folks,
I've just installed otrs and started playing around with it. In my case, I've created a queue called "Computer" and a group called "Computer". I've added an alias to /etc/aliases that does the following:
computer: "|/opt/otrs/bin/PostMaster.pl"
so that mail sent to "computer@blahblah.blah" will be sent to otrs.
Within otrs, I've defined a "system e-mail address" that maps "computer@blahblah.blah" to the "Computer" group.
All this works fine. When I e-mail the address, the messages show up in otrs and are assigned to the "Computer" queue.
But the owner of all new messages is "root@localhost", which means that other users need to first take ownership of the messages before they can do things like changing the priority of a ticket. This is a tedious process that requires zooming in on the ticket, then clicking "owner", then selecting an owner from a list and clicking submit.
I'd like to define a default owner for each queue, so that somebody appropriate starts out owning new tickets. Is functionality already available?
Using version 1.3.x? Piece of cake. Go to Admin->GenericAgent. Set the criteria: State: new queue: computer new owner: some agent Schedule how often you want the job to run and hit submit. it will automatically look for new tickets every X times and assign them to a default owner.
Failing that, I'd at least like each user to have a "take ownership of this ticket" button, so they can quickly start managing the ticket.
That is easy too. All they have to do is open the queue and click "lock" That means the same thing as "take ownership of this ticket". There is no need to zoom->owner->assign owner->submit unless you wanting to transfer ownership of a ticket to someone or force someone to take ownership of the ticket. Hth, Tyler Hepworth