On Wed, Jun 15, 2011 at 9:05 PM, Ned Schumann
<otrs.schumann@olympus.net> wrote:
Thank you to Gerald Young and Robert Poreba for your responses.
Gerald writes ...
"Owner and responsible will be available for Agents that are members of the groups to which the queues belong."
By default, OTRS appears to set Agents into the 'user' group. By default it also associates the group 'users' to the queues Junk, Misc, Postmaster and Raw. Thus Gerald's condition that the Agents be members of the groups to which the queues belong appears to be met.
Robert's observation that "When raising a ticket, the Owner and Responsible drop-downs only contain people who have the selected queue in ‘My Queues’ on their profile" appears to be satisfied as each Agent has, by default, his My Queues loaded with Junk, Misc, Postmaster and Raw.
Perhaps a Queue other than Junk, Misc, Postmaster or Raw needs to be defined?