Hi Sébastien,<br><br>More than an ITIL thing, I believe it&#39;s OTRS specific. You own the ticket when you lock it to yourself or when someone makes you the owner of the ticket. About responsible, the following link explans it:<br>

<br><a href="http://doc.otrs.org/2.4/en/html/c1731.html">http://doc.otrs.org/2.4/en/html/c1731.html</a><br><br>It might help also reading the features list: <a href="http://otrs.org/2.4/features/">http://otrs.org/2.4/features/</a> which explain also some aspects of ownership and responsibility<br>

<br>Greetings,<br><br clear="all">Leonardo Certuche<br><br><br><div class="gmail_quote">On Fri, Jan 22, 2010 at 4:41 AM, Sebastien Bory <span dir="ltr">&lt;<a href="mailto:s.bory@groupenci.com">s.bory@groupenci.com</a>&gt;</span> wrote:<br>

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<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">Hi
all</span></p>

<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">I
need more information and explain for the difference between the owner Ticket
and the responsible Ticket</span></p>

<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">The
owner see a ticket in his queue and can do everything? But he responsible?</span></p>

<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">If
you have some link about ITIL for the owner and responsible ticket</span></p>

<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> </span></p>

<p class="MsoNormal"><span style="font-size: 10pt;">Thanks</span></p>

<p class="MsoNormal"><b><span style="font-size: 10pt;"> </span></b></p>

<p class="MsoNormal"><b><span style="font-size: 10pt;">Sébastien 
Bory<br>
</span></b><span style="font-size: 10pt;">Administrateur
réseaux</span><span style="font-size: 10pt;"><br>
</span><b><span style="font-size: 10pt; color: rgb(0, 64, 128);">NCI-les centres d&#39;affaires</span></b><span style="font-size: 10pt; color: rgb(0, 64, 128);"><br>
<b>Bienvenue chez vous - Just welcome !</b></span><span style="font-size: 10pt;"><br>
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</span><span style="font-size: 10pt; color: gray;">Mail</span><span style="font-size: 10pt; color: gray;"> :</span><a href="mailto:sb@groupenci.com" title="mailto:sb@groupenci..com" target="_blank"><span style="font-size: 10pt; color: blue;">s.bory@groupenci.com</span></a><br>


<span style="font-size: 10pt; color: gray;">Web</span><span style="font-size: 10pt; color: rgb(0, 64, 128);">:</span><span style="font-size: 10pt; color: rgb(0, 64, 128);"> </span><span style="color: rgb(0, 64, 128);"><a href="http://www.groupenci.com/" title="http://www.groupenci.com/" target="_blank"><span style="font-size: 10pt; color: blue;">www.groupenci.com</span></a></span></p>



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