Changing ownership on ticket move
Hello to all, We have our queues set up so there is a central queue which is monitored by our support staff. Tickets in that queue are then moved manually by the support staff to specific working queues. Our problem is that when the original ticket (owner/responsible are both set to root@localhost) is moved to another queue, the owner/responsible fields are set to the name of the person who moved the ticket. We would like for the owner/responsible fields to remain the default value (root@localhost) until a technician grabs the ticket and makes him/herself the owner. Do we need to adjust a setting in sysconfig? If so, which setting? Thanks for any suggestions, Patrick Dillon Aleris International
patrick.dillon@aleris.com wrote : [...]
Our problem is that when the original ticket (owner/responsible are both set to root@localhost) is moved to another queue, the owner/responsible fields are set to the name of the person who moved the ticket. We would like for the owner/responsible fields to remain the default value (root@localhost) until a technician grabs the ticket and makes him/herself the owner. [...]
Hello Patrick, this is most likely due to Ticket::Frontend::MoveType being set to "New Window". This causes an autolock on the agent when moving, followed by an autounlock due to Ticket::EventModulePost###99-ForceUnlockOnMove. To fix this you can set Ticket::Frontend::MoveType to "Dropdown", but you will then loose some options like adding a note when moving. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
Alexander,
Thanks so much for the quick reply. I checked that setting and we are
already using the "Dropdown" option for MoveType.
Any other suggestions?
Thanks,
Pat
From: Alexander Halle
Our problem is that when the original ticket (owner/responsible are both set to root@localhost) is moved to another queue, the owner/responsible fields are set to the name of the person who moved the ticket. We would like for the owner/responsible fields to remain the default value (root@localhost) until a technician grabs the ticket and makes him/herself the owner. [...]
Hello Patrick, this is most likely due to Ticket::Frontend::MoveType being set to "New Window". This causes an autolock on the agent when moving, followed by an autounlock due to Ticket::EventModulePost###99-ForceUnlockOnMove. To fix this you can set Ticket::Frontend::MoveType to "Dropdown", but you will then loose some options like adding a note when moving. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
patrick.dillon@aleris.com wrote :
Thanks so much for the quick reply. I checked that setting and we are already using the "Dropdown" option for MoveType.
Any other suggestions?
Hello Patrick, I'm sorry, I have no other idea. The owner change is most likely due to ticket locking and unlocking. You must verify this and check who is doing the locking - the agents or the system (look at ticket history). It would be also interesting when the locking is done - immediately (-> automatism) or in certain intervals (-> GenericAgent) ? Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
Patrick, Perhaps this SysConfig option, under Ticket -> Core::Ticket, is of use: Ticket::EventModulePost###1-ForceOwnerResetOnMove: Ticket event module to reset and unlock the owner if ticket gets moved to another queue. gr, Frans
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of patrick.dillon@aleris.com Sent: vrijdag 13 november 2009 22:07 To: User questions and discussions about OTRS. Subject: Re: [otrs] Changing ownership on ticket move
Alexander,
Thanks so much for the quick reply. I checked that setting and we are already using the "Dropdown" option for MoveType.
Any other suggestions?
Thanks,
Pat
From: Alexander Halle
To: "User questions and discussions about OTRS."
Date: 11/13/2009 11:02 AM
Subject: Re: [otrs] Changing ownership on ticket move
Sent by: otrs-bounces@otrs.org
patrick.dillon@aleris.com wrote : [...]
Our problem is that when the original ticket (owner/responsible are both set to root@localhost) is moved to another queue, the owner/responsible fields are set to the name of the person who moved the ticket. We would like for the owner/responsible fields to remain the default value (root@localhost) until a technician grabs the ticket and makes him/herself the owner. [...]
Hello Patrick,
this is most likely due to Ticket::Frontend::MoveType being set to "New Window". This causes an autolock on the agent when moving, followed by an autounlock due to Ticket::EventModulePost###99-ForceUnlockOnMove.
To fix this you can set Ticket::Frontend::MoveType to "Dropdown", but you will then loose some options like adding a note when moving.
Regards
Alexander
-- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
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participants (3)
-
Alexander Halle -
Frans Stekelenburg -
patrick.dillon＠aleris.com