i have a little question When a ticket is created via customer webinterface it's owned by root and i can't delegate it to another user, i have to reply to the ticket first so it becomes mine. How do i set default ticket owner for a queue? When i created the que i selected i group and my agent user is in this same group but doesn't have initial rights to mess around with the ticket. greets, Wouter
Hi Wouter, On Fri, Sep 26, 2003 at 02:34:13PM +0200, Wouter Mignon wrote:
When a ticket is created via customer webinterface it's owned by root and i can't delegate it to another user, i have to reply to the ticket first so it becomes mine. How do i set default ticket owner for a queue? When i created the que i selected i group and my agent user is in this same group but doesn't have initial rights to mess around with the ticket.
If a ticket is created (via webinterface or email) the ticket is owned by root@localhost and the ticket is "unlocked". That means it's possible to lock this ticket for every other agent (with rw permissions on this queue). -=> So you don't need to set a default owner of tickets.
greets, Wouter
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier
Op zo 28-09-2003, om 22:23 schreef Martin Edenhofer:
Hi Wouter,
On Fri, Sep 26, 2003 at 02:34:13PM +0200, Wouter Mignon wrote:
When a ticket is created via customer webinterface it's owned by root and i can't delegate it to another user, i have to reply to the ticket first so it becomes mine. How do i set default ticket owner for a queue? When i created the que i selected i group and my agent user is in this same group but doesn't have initial rights to mess around with the ticket.
If a ticket is created (via webinterface or email) the ticket is owned by root@localhost and the ticket is "unlocked". That means it's possible to lock this ticket for every other agent (with rw permissions on this queue).
-=> So you don't need to set a default owner of tickets.
Thanks martin, It was not a problem, i was just confused by the interface. It's only possible to change ownership of a ticket when zoomed in. I didn't quite get that. But we're doing ok nog in newbie otrs land... greets, Wouter
participants (2)
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Martin Edenhofer -
Wouter Mignon