Excelent. Unfortunately those are global settings. But I am glad it worked for you. Best Regards. 2016-02-25 12:15 GMT-06:00 Stanford, Philip N. :

Hi Alvaro, thanks for your reply, I hadn’t thought of looking in ‘Ticket::Frontend::AgentTicketCompose’.

I’ve done some initial tests, and your suggestions do seem to work – that’s great!

I can confirm that with the ‘Ticket::Frontend::AgentTicketCompose###RequiredLock’ set to ‘No’, the current agent isn’t set as owner.

One slight side-effect is that modifying ‘AgentTicketCompose’ will affect ALL replies, not just the initial ones for which we want to keep the state as ‘New’ until an owner is set.

I’ve therefore left ‘Ticket::Frontend::AgentTicketCompose###StateDefault’ as ‘Open’ to avoid tickets that are already open being inadvertently set back to ‘new’ if an agent replies.

For our initial replies where we want the state to stay ‘New’, we will have to train agents to select the ‘New’ state explicitly in the email ‘compose’ screen.

We’re still trying to think through the optimal workflow for our usage, but it’s great to know that OTRS is flexible enough to work this way if we decide that’s best for us.

Thanks again for your mail!

Regards

Phil

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Alvaro Cordero *Sent:* 25 February 2016 16:32 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Is it possible to change OTRS's default behaviour of locking a ticket when agent sends an email?

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

Phil ------------------------------

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