Hello,
I believe in Agent::TicketViewCompose, you can add the new type to variable
to Ticket::Frontend::AgentTicketCompose###StateType and set the default
state to "new", and also change the RequiredLock option to No.
Still haven't tested, but it still may get the current agent as owner, but
I believe if it gets not Lock it will get no owner either.
Best Regards
2016-02-25 10:19 GMT-06:00 Stanford, Philip N.
Hi
We’ve been discussing some changes in our help-desk workflow which we may want to implement as part of a forthcoming move to OTRS 5, from 3.0
The normal OTRS behaviour for a ticket created from an incoming mail is for it to remain ‘new’ and ‘unlocked’ until an agent replies to the customer. At that stage, the ticket becomes ‘open’ and ‘locked’, and the owner is changed to the current agent who has replied.
For reasons that may possibly make sense for us, we’re wondering if there’s any way to disable that default behaviour, so that tickets will remain in a ‘new’, ‘unlocked’ state until specifically assigned an owner.
Is this something that’s possible? I have had a search in SysConfig options for 5.0 but can’t see anything that seemed relevant.
Regards
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