You shouldn't have to do anything. The one who locks the ticket owns the
ticket. I believe the first person to do anything to the ticket to make a
change (for example, Click response) locks the ticket and assigns himself as
the owner. In addition to that, if a third-party owner is assigned to the
ticket (for example, a dispatcher/manager assigns a ticket), the ticket is
immediately locked.
On Wed, Dec 8, 2010 at 4:13 PM, Parag Bhalerao wrote: 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 ---------------------------------------------------------------------
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