If Marlene is the only member of the queue the only benefit to doing this is that the ticket is locked to Marlene. All other aspects of notification are the same for Marlene, whether she "owns" the ticket or does not. It won't make any difference to the customer if Marlene is "owner" until Marlene replies to the customer, at which time Marlene will automatically be the owner of the ticket and lock the ticket. Until Marlene starts working on the ticket, for instance, clicking lock, there's no reporting benefit either. On Wed, Jan 8, 2014 at 6:33 PM, Alvaro Cordero wrote:

You can do it via Generic Agent or via ACLs

Regards

2014/1/8 Leah Kelly

...

So what i want is..

If a ticket comes into Marlene’s queue, it triggers an event that immediately makes the owner Marlene (from Admin OTRS).

is there another way to do this?

Thank you in advance! Leah --------------------------------------------------------------------- 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

-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

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