Thank you for your response, but on my ystem this doesn't happen. When the ticket is create it has an owner predefined (in my case Admin OTRS) and after some agent responds to that specific ticket, the owner doesn't change and remain Admin OTRS. Thank you again! ---- Mihai Oprea From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: 14 iunie 2013 17:40 To: User questions and discussions about OTRS. Subject: Re: [otrs] Automatically assign owner on first response Owner will only change on unlocked ticket and is automatically assigned upon first to respond. One who is not an owner cannot use the reply feature. On Fri, Jun 14, 2013 at 10:36 AM, Mihai Oprea mailto:mihai.oprea@sphs.ro> wrote: Hello, I have studied and test OTRS for the past 2 month, and I found that it can do a lot of great things. But I cannot figure out how can you automatically assign an owner to the ticket to the first agent that responses to an email ticket. Let me make it clear: - Someone send an email on OTRS' address - A new ticket is created - An agent gives a response to that ticket and I want that when he does this the owner to be automatically changed to the respective agent that answered - Also if it changes the owner there should be a noted added to that ticket, as it is done when you manually change owner. So please give me an advice on how can I do that or something similar if you've already done this. Thank you and I hope I was clear enough. Have a good day! ---- Mihai Oprea mihai.oprea@sphs.romailto:mihai.oprea@sphs.ro --------------------------------------------------------------------- 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

This may happen if you've disabled locking tickets on reply. On Fri, Jun 14, 2013 at 11:00 AM, Mihai Oprea wrote:

Thank you for your response, but on my ystem this doesn’t happen. When the ticket is create it has an owner predefined (in my case Admin OTRS) and after some agent responds to that specific ticket, the owner doesn’t change and remain Admin OTRS.****

** **

Thank you again!****

** **

*----*

*Mihai Oprea*

****

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* 14 iunie 2013 17:40 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Automatically assign owner on first response****

** **

Owner will only change on unlocked ticket and is automatically assigned upon first to respond. ****

One who is not an owner cannot use the reply feature.****

** **

On Fri, Jun 14, 2013 at 10:36 AM, Mihai Oprea wrote: ****

Hello,****

****

I have studied and test OTRS for the past 2 month, and I found that it can do a lot of great things. ****

But I cannot figure out how can you automatically assign an owner to the ticket to the first agent that responses to an email ticket.****

Let me make it clear:****

- Someone send an email on OTRS’ address****

- A new ticket is created****

- An agent gives a response to that ticket and I want that when he does this the owner to be automatically changed to the respective agent that answered****

- Also if it changes the owner there should be a noted added to that ticket, as it is done when you manually change owner.****

****

So please give me an advice on how can I do that or something similar if you’ve already done this.****

****

Thank you and I hope I was clear enough.****

****

Have a good day!****

****

*----*****

*Mihai Oprea*****

*mihai.oprea@sphs.ro*****

--------------------------------------------------------------------- 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****

** **

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Hi Please tell me fast how can I add extra text field Customer Management on OTRS. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mihai Oprea Sent: Wednesday, June 19, 2013 2:42 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Automatically assign owner on first response Hello again an thank you for your input. Can you please tell me where do I exactly re-enable this option because I've tried to search upon "reply" or "lock" in sysconfig and couldn't find anything until now. Have a good day! ---- Mihai Oprea From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: 14 iunie 2013 18:45 To: User questions and discussions about OTRS. Subject: Re: [otrs] Automatically assign owner on first response This may happen if you've disabled locking tickets on reply. On Fri, Jun 14, 2013 at 11:00 AM, Mihai Oprea wrote: Thank you for your response, but on my ystem this doesn't happen. When the ticket is create it has an owner predefined (in my case Admin OTRS) and after some agent responds to that specific ticket, the owner doesn't change and remain Admin OTRS. Thank you again! ---- Mihai Oprea From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: 14 iunie 2013 17:40 To: User questions and discussions about OTRS. Subject: Re: [otrs] Automatically assign owner on first response Owner will only change on unlocked ticket and is automatically assigned upon first to respond. One who is not an owner cannot use the reply feature. On Fri, Jun 14, 2013 at 10:36 AM, Mihai Oprea wrote: Hello, I have studied and test OTRS for the past 2 month, and I found that it can do a lot of great things. But I cannot figure out how can you automatically assign an owner to the ticket to the first agent that responses to an email ticket. Let me make it clear: - Someone send an email on OTRS' address - A new ticket is created - An agent gives a response to that ticket and I want that when he does this the owner to be automatically changed to the respective agent that answered - Also if it changes the owner there should be a noted added to that ticket, as it is done when you manually change owner. So please give me an advice on how can I do that or something similar if you've already done this. Thank you and I hope I was clear enough. Have a good day! ---- Mihai Oprea mihai.oprea@sphs.ro --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

@Mihai: Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewCompose Ticket::Frontend::AgentTicketCompose###RequiredLock On Wed, Jun 19, 2013 at 5:12 AM, Mihai Oprea wrote:

Hello again an thank you for your input.****

Can you please tell me where do I exactly re-enable this option because I’ve tried to search upon “reply” or “lock” in sysconfig and couldn’t find anything until now. ****

** **

Have a good day!****

** **

*----*

*Mihai Oprea*

****

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* 14 iunie 2013 18:45

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Automatically assign owner on first response****

** **

This may happen if you've disabled locking tickets on reply.****

** **

On Fri, Jun 14, 2013 at 11:00 AM, Mihai Oprea wrote: ****

Thank you for your response, but on my ystem this doesn’t happen. When the ticket is create it has an owner predefined (in my case Admin OTRS) and after some agent responds to that specific ticket, the owner doesn’t change and remain Admin OTRS.****

****

Thank you again!****

****

*----*****

*Mihai Oprea*****

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* 14 iunie 2013 17:40 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Automatically assign owner on first response****

****

Owner will only change on unlocked ticket and is automatically assigned upon first to respond. ****

One who is not an owner cannot use the reply feature.****

****

On Fri, Jun 14, 2013 at 10:36 AM, Mihai Oprea wrote: ****

Hello,****

****

I have studied and test OTRS for the past 2 month, and I found that it can do a lot of great things. ****

But I cannot figure out how can you automatically assign an owner to the ticket to the first agent that responses to an email ticket.****

Let me make it clear:****

- Someone send an email on OTRS’ address****

- A new ticket is created****

- An agent gives a response to that ticket and I want that when he does this the owner to be automatically changed to the respective agent that answered****

- Also if it changes the owner there should be a noted added to that ticket, as it is done when you manually change owner.****

****

So please give me an advice on how can I do that or something similar if you’ve already done this.****

****

Thank you and I hope I was clear enough.****

****

Have a good day!****

****

*----*****

*Mihai Oprea*****

*mihai.oprea@sphs.ro*****

--------------------------------------------------------------------- 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****

****

--------------------------------------------------------------------- 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****

** **

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@Mihai you said:

But Now I have the following issue. The ticket gets locked only to me who I sent the reply Which is what you wanted to happen: how can you automatically assign an owner to the ticket to the first agent that responses to an email ticket.

and even though I set on that queue the *unlock timeout minutes* = 5, nothing happens after the time has passed. This seems like a new/different topic. Check your cronjobs.

On Thu, Jun 20, 2013 at 7:07 PM, Mihai Oprea wrote:

** **

** **

*----*

Thank you Gerald,****

** **

I have modified that option from No (as I modified) to Yes. But Now I have the following issue. The ticket gets locked only to me who I sent the reply, and even though I set on that queue the *unlock timeout minutes* = 5, nothing happens after the time has passed.****

I am thinking about a cron job that I have to set-uo or some settings somewhere. Can you give me some advice.****

** **

Have a great day!****

* *

Best regards,****

*Mihai Oprea*

*mihai.oprea@sphs.ro*****

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* 19 iunie 2013 15:02

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Automatically assign owner on first response****

** **

@Mihai: **** Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewCompose*** * [X] Ticket::Frontend::AgentTicketCompose###RequiredLock****

** **

On Wed, Jun 19, 2013 at 5:12 AM, Mihai Oprea wrote:* ***

Hello again an thank you for your input.****

Can you please tell me where do I exactly re-enable this option because I’ve tried to search upon “reply” or “lock” in sysconfig and couldn’t find anything until now. ****

****

Have a good day!****

****

*----*****

*Mihai Oprea*****

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* 14 iunie 2013 18:45****

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Automatically assign owner on first response****

****

This may happen if you've disabled locking tickets on reply.****

****

On Fri, Jun 14, 2013 at 11:00 AM, Mihai Oprea wrote: ****

Thank you for your response, but on my ystem this doesn’t happen. When the ticket is create it has an owner predefined (in my case Admin OTRS) and after some agent responds to that specific ticket, the owner doesn’t change and remain Admin OTRS.****

****

Thank you again!****

****

*----*****

*Mihai Oprea*****

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* 14 iunie 2013 17:40 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Automatically assign owner on first response****

****

Owner will only change on unlocked ticket and is automatically assigned upon first to respond. ****

One who is not an owner cannot use the reply feature.****

****

On Fri, Jun 14, 2013 at 10:36 AM, Mihai Oprea wrote: ****

Hello,****

****

I have studied and test OTRS for the past 2 month, and I found that it can do a lot of great things. ****

But I cannot figure out how can you automatically assign an owner to the ticket to the first agent that responses to an email ticket.****

Let me make it clear:****

- Someone send an email on OTRS’ address****

- A new ticket is created****

- An agent gives a response to that ticket and I want that when he does this the owner to be automatically changed to the respective agent that answered****

- Also if it changes the owner there should be a noted added to that ticket, as it is done when you manually change owner.****

****

So please give me an advice on how can I do that or something similar if you’ve already done this.****

****

Thank you and I hope I was clear enough.****

****

Have a good day!****

****

*----*****

*Mihai Oprea*****

*mihai.oprea@sphs.ro*****

--------------------------------------------------------------------- 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****

****

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****

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** **

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