Re: [otrs] Change owner: make note-internal content optional?

On 20/07/11 17:30, otrs-request@otrs.org wrote:

From: "Grzella, Mark" Subject: Re: [otrs] Change owner: make note-internal content optional? To: "User questions and discussions about OTRS." Message-ID: Content-Type: text/plain; charset="iso-8859-1"

Hey Charles,

why would you like to change the owner without leaving a note for the new owner?

Manual owner changes should not be done without a comment in my opinion.

Depending on what you are aiming for it could be an option to consider doing an owner change via generic agent instead (which does not need to leave a comment so).

mit freundlichen Gr??en

Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Thanks Mark :-)

We have just started using OTRS so questions about the way we are using it are especially welcome. Our small organisation is non-hierarchical and non-authoritarian; it operates very personally. Although we loosely work in teams, the majority of tickets are obviously for a specific person/agent. The usual business model of having a queue for each team and leaving it to members of each team to take ownership of tickets from the team queue does not fit well with our way of working. Agents working as dispatchers, moving tickets from the Raw queue, typically assign a ticket to a specific agent; the receiving agent knows why that ticket has been assigned to them. Thus, as we understand how to use OTRS to suit our way of working, the "manual change owner note-internal" doesn't add any value and our dispatchers would prefer not to have to complete it. AIUI, the wide variety of tickets does not permit automated owner changes. Best Charles