New ticket has "Admin OTRS" as owner, but we want the agent who responses first to be owner
Hi all, We recently installed OTRS 3.3.2 on a Windows 2012 Server after using OTRS for many years on OpenSUSE 11.2... Everything works fine (we didn't export the tickets, so database is clean) except for 2 major things. First of all, when a customer sends an email and the email is read by OTRS, a ticket is created, but the owner is "Admin OTRS" and we don't want that. We want the agent who responses first to that ticket to be the owner... I already did some searching on google, but making sure that "Ticket lock after a follow up" is set to no on the queue and that "Ticket::Frontend::AgentTicketCompose###RequiredLock" is set to YES doesn't make a difference... If an agent responses to the ticket (move to another queue for example) the owner doesn't change and we already disabled the root@localhost user... Can someone please help us out with this? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ Erik van Ast Please visit our new ecommerce website http://eu.suzohapp.com And we need your opinion! Please rate your experience at http://eu.suzohapp.com/survey
when a customer sends an email and the email is read by OTRS, a ticket is created, but the owner is “Admin OTRS” and we don’t want that. We want the agent who responses first to that ticket to be the owner… This is what happens normally. When the agent responds (Talks to the customer!) to the ticket, he'll lock the ticket and become owner.
If an agent responses to the ticket (move to another queue for example) the owner doesn’t change. You might enable lock on move.
On Wed, Dec 4, 2013 at 8:54 AM, Erik van Ast
Hi all,
We recently installed OTRS 3.3.2 on a Windows 2012 Server after using OTRS for many years on OpenSUSE 11.2…
Everything works fine (we didn’t export the tickets, so database is clean) except for 2 major things.
First of all, when a customer sends an email and the email is read by OTRS, a ticket is created, but the owner is “Admin OTRS” and we don’t want that. We want the agent who responses first to that ticket to be the owner…
I already did some searching on google, but making sure that “Ticket lock after a follow up” is set to no on the queue and that “Ticket::Frontend::AgentTicketCompose###RequiredLock” is set to YES doesn’t make a difference…
If an agent responses to the ticket (move to another queue for example) the owner doesn’t change and we already disabled the root@localhost user…
Can someone please help us out with this?
Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________
Erik van Ast
Please visit our new ecommerce website http://eu.suzohapp.com
And we need your opinion! Please rate your experience at http://eu.suzohapp.com/survey
--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Erik van Ast schrieb:
First of all, when a customer sends an email and the email is read by OTRS, a ticket is created, but the owner is “Admin OTRS” and we don’t want that. We want the agent who responses first to that ticket to be the owner…
Up to that point this is OK in my eyes: upon creation, there's no agent acting, so Admin is the only possible owner.
If an agent responses to the ticket (move to another queue for example) the owner doesn’t change and we already disabled the root@localhost user…
Well, moving a ticket is not really considered an agent's response by OTRS. Thus locking (and owner change) is not required for moving a ticket. As a fast work-around, you can require your agents to manually lock any ticket they touch, even if it's just for moving it, and then unlock it again. That way the owner (which is the last one who locked the ticket) changes. Whether this can be enforced by OTRS, I do not know. But I do know that for other actions you can tell OTRS whether it should automatically assign the ticket to the acting agent, so it might be possible for moving tickets between queues, too. I'm sure there are others on this list who can shed light on that point. Susan
participants (3)
-
Erik van Ast -
Gerald Young -
Susan Dittmar