Thanks for your answer Nils, You're right, he's the owner but it's not locked to anyone, do you know how can we avoid this behavior? it results confusing four our agents Regards, Leonardo Certuche On Thu, Jan 28, 2010 at 5:44 PM, Nils Leideck - ITSM < nils.leideck@leidex.net> wrote:

Hi,

On 28.01.2010, at 22:59, Leonardo Certuche wrote:

Here is an strange behavior that we don't understand, hopefully we will with your help:

1. An agent creates a ticket using the AgentTicketPhone interface and assigns it to a given queue (which he does not have in "my queues") at 15:34:35 2. Notifications are sent to the ones watching the given queue at 15:34:35 3. An OwnerUpdate event occurs at 15:34:35 and the new owner is the agent who created the ticket. No Agent fired this event o_0

Attached is a screenshot of the history of this ticket. We'd love to clarify who or what fired the OwnerUpdate event.

the creator will be set as the owner, this is normal, but the ticket shouldn't be locked, can you verify this?

Nils Leideck

-- Nils Leideck Senior Consultant

nils.leideck@leidex.net nils.leideck@otrs.com

http://webint.cryptonode.de / a Fractal project

CU @ CeBIT 2010 in Hannover, Germany http://www.cebit.de and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

--------------------------------------------------------------------- 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/

Nils Leideck - ITSM wrote :

On 28.01.2010, at 23:48, Leonardo Certuche wrote:

...

You're right, he's the owner but it's not locked to anyone, do you know how can we avoid this behavior? it results confusing four our agents

I am afraid this is not possible in the current release.

2 suggestions

1. file an enhancement bug report on bugs.otrs.com http://bugs.otrs.com and enjoy the new style on otrs.org http://otrs.org tomorrow morning ;-))) 2. play around with a custom module which is a copy of "responsible auto set" feature ... maybe this can be used to reset the owner after the ticket has been created.

Hi Leonardo, hi Nils, we use a generic agent as a workaround, which sets these tickets to a special owner at regular intervals to reflect the unowned state. Leonardo, this could help as a quick remedy. The custom module would of course be a better solution. If you get this to work I wouldd be glad if you share the code. 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