Hi Joseph,
The ticket "Owner" is the agent that has "locked" the ticket, meaning the agent that is working on it. No one really "owns" a particular queue but I think the field in the db is set to not allow nulls so they make new tickets owned by the admin user. Customers don't have the ability to (and should not really) assign tickets to a specific agent by making any given agent the owner of a ticket. The idea is the ticket goes into a queue with no owner (aside from root user) so all agents watching said queue can see it. Then whichever agent is going to work the ticket, "locks" the ticket and at that point becomes the owner of it and the ticket is no longer visible in the queue. This is all assuming default setups of course.
Brett
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From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Joseph Sibie Devis
Sent: Monday, June 02, 2008 07:30
To: otrs@otrs.org
Subject: Re: [otrs] How is teh owner ship of a que decided initially
Dear Admin
I had the following doubt while testing the OTRS
When A demo customer is creating a ticket in any queue , how is the owner decided ? If its decided according to the configuration "owner" in OTRS , Its not working for me ,For me any queue , the default owner is ad min , please help
--
Thank You
________________________________
Best Regards
Joseph Sibie Devis
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Date: Mon, 2 Jun 2008 17:01:53 +0530
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