asking for owner when adding a note

Hi there, We just upgraded OTRS from 2.4.5 to 2.4.7, everything went smooth except one thing: When our agents click on Note they're being asked to choose a new owner of the ticket (on 2.4.5 they appeared on Note pre-selected as owners of their tickets) which it's kind of annoying for them, how can we avoid it? Thanks, Leonardo Certuche www.itconsultores.com.co

Hi, On 28.04.2010, at 07:38, Leonardo Certuche wrote:
When our agents click on Note they're being asked to choose a new owner of the ticket (on 2.4.5 they appeared on Note pre-selected as owners of their tickets) which it's kind of annoying for them, how can we avoid it?
Why do you change the owner with a note ... there is a Owner view for this ... or could it be you mean the inform agent configuration? Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project

Hi Nils,
Thanks for your reply,
Our team decided they'd like to have the option of changing owner when
making a note so (since otrs supports it) we included the Owner field in the
Note interface. Back in 2.4.5 when they went to Note the interface kept the
former owner of the ticket but now in 2.4.7 they're being asked to choose an
owner which means another click for them (you know how click saving a
support guy wants to be) Is there any way to avoid it?
Thanks again,
Leonardo Certuche
www.itconsultores.com.co
On 29 April 2010 13:38, Nils Leideck - ITSM
Hi,
On 28.04.2010, at 07:38, Leonardo Certuche wrote:
When our agents click on Note they're being asked to choose a new owner of the ticket (on 2.4.5 they appeared on Note pre-selected as owners of their tickets) which it's kind of annoying for them, how can we avoid it?
Why do you change the owner with a note ... there is a Owner view for this ... or could it be you mean the inform agent configuration?
Nils Leideck
-- Nils Leideck Senior Consultant
nils.leideck@leidex.net nils.leideck@otrs.com
http://webint.cryptonode.de / a Fractal project
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participants (2)
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Leonardo Certuche
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Nils Leideck - ITSM