Sounds to me as if you mixed up responsible (should be your project manager as the guy in charge) and owner (the agent who actually works the ticket), but since I don’t work with responsibilities (in OTRS that is) I’m not sure.

You can set the owner by using the User-Agent attribute in a PostmasterFilter (at least I think so, since I couldn’t find anything about the attribute that fast)

Greets

DAniel

Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Camilo Vieira
Gesendet: Dienstag, 27. Januar 2009 17:09
An: User questions and discussions about OTRS.
Betreff: [otrs] RES: RES: How to set default Ticket Owner

Daniel,

I mistyped the meaning of the question. I need to know the follow scenario: someone open a ticket, it goes straight to the default owner. After the owner analyses, he find out one of the agents (I have already listed the agents) will be responsible for the ticket resolution and want to delegate the “TicketResponsible” feature, without changing the owner. Just to clarify, I have a ticket’s owner (project manager) who is supposed to delegate the ticket responsibility to one of my agents (such as departments), but he must always be the owner and be able to follow up and close the case since the manager is the tip down to talk to the client.

Can you help me, please?

Thanks in advance.

Camilo Vieira • Coordenador de Infra-estrutura de redes
Navita • Portais e BlackBerry • 55 11 3055-2001

De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Em nome de Obee, Daniel
Enviada em: terça-feira, 27 de janeiro de 2009 13:04
Para: User questions and discussions about OTRS.
Assunto: Re: [otrs] RES: How to set default Ticket Owner

Though I don’t see any reason to do so (check the my queue function on that account), you could do so by adding a PostmasterFilter setting accordingly. But really, check if that makes sense at all. What about an agent being on holidays or such? The purpose of a queue is to provide a multi-access ‘mailbox’ kinda thing – if you set the owner it’s the same as having a private mail.

Cheers

Daniel

Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Camilo Vieira
Gesendet: Dienstag, 27. Januar 2009 15:23
An: User questions and discussions about OTRS.
Betreff: [otrs] RES: How to set default Ticket Owner

Hi,

Does anyone know how can I set the default ticket owner foreach queue?

Thanks,

Camilo Vieira • Coordenador de Infra-estrutura de redes
Navita • Portais e BlackBerry • 55 11 3055-2001