Patrick, Perhaps this SysConfig option, under Ticket -> Core::Ticket, is of use: Ticket::EventModulePost###1-ForceOwnerResetOnMove: Ticket event module to reset and unlock the owner if ticket gets moved to another queue. gr, Frans
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of patrick.dillon@aleris.com Sent: vrijdag 13 november 2009 22:07 To: User questions and discussions about OTRS. Subject: Re: [otrs] Changing ownership on ticket move
Alexander,
Thanks so much for the quick reply. I checked that setting and we are already using the "Dropdown" option for MoveType.
Any other suggestions?
Thanks,
Pat
From: Alexander Halle
To: "User questions and discussions about OTRS."
Date: 11/13/2009 11:02 AM
Subject: Re: [otrs] Changing ownership on ticket move
Sent by: otrs-bounces@otrs.org
patrick.dillon@aleris.com wrote : [...]
Our problem is that when the original ticket (owner/responsible are both set to root@localhost) is moved to another queue, the owner/responsible fields are set to the name of the person who moved the ticket. We would like for the owner/responsible fields to remain the default value (root@localhost) until a technician grabs the ticket and makes him/herself the owner. [...]
Hello Patrick,
this is most likely due to Ticket::Frontend::MoveType being set to "New Window". This causes an autolock on the agent when moving, followed by an autounlock due to Ticket::EventModulePost###99-ForceUnlockOnMove.
To fix this you can set Ticket::Frontend::MoveType to "Dropdown", but you will then loose some options like adding a note when moving.
Regards
Alexander
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