This is the normal behaviour. When a new ticket arrives in a queue, it is in the "new" state, no agent is working on it yet and the owner is 'administrator'. An agent can be the owner either be locking the ticket, by adding a response to it or if another agent change the owner of the ticket. You can add a GenericAgent if you want the ticket to be automaticaly owned by your agent: http://lists.otrs.org/pipermail/otrs/2004-October/006376.html 2007/8/20, Alan McKeown :

hello, I have a customer creating tickets which go to the correct queue. I have an agent who has the queue in his group set-up however the new ticket is owned by 'administrator' and not the queue agent. Please can some help with this?

regards

Alan -- This message has been scanned for viruses and dangerous content by JoraPh Consulting, (Server #1) and is believed to be clean. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/