8 Dec
2010
8 Dec
'10
9:13 p.m.
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