Hi Joseph, The ticket "Owner" is the agent that has "locked" the ticket, meaning the agent that is working on it. No one really "owns" a particular queue but I think the field in the db is set to not allow nulls so they make new tickets owned by the admin user. Customers don't have the ability to (and should not really) assign tickets to a specific agent by making any given agent the owner of a ticket. The idea is the ticket goes into a queue with no owner (aside from root user) so all agents watching said queue can see it. Then whichever agent is going to work the ticket, "locks" the ticket and at that point becomes the owner of it and the ticket is no longer visible in the queue. This is all assuming default setups of course. Brett ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Joseph Sibie Devis Sent: Monday, June 02, 2008 07:30 To: otrs@otrs.org Subject: Re: [otrs] How is teh owner ship of a que decided initially Dear Admin I had the following doubt while testing the OTRS When A demo customer is creating a ticket in any queue , how is the owner decided ? If its decided according to the configuration "owner" in OTRS , Its not working for me ,For me any queue , the default owner is ad min , please help -- Thank You ________________________________ Best Regards Joseph Sibie Devis ________________________________ KALKITECH #147, Ananthapushpa Buildings ;5 th Main. Sector 7, HSR Layout ;Bangalore-34 , INDIA *(+91) (80) 2572 1263 / 1264 | *josephsdevis@kalkitech.inmailto:josephsdevis@kalkitech.in/commailto:josephsdevis@kalkitech.com |* www.kalkitech.com http://www.kalkitech.com/ "A Whole New World of Intelligent Energy Systems" ________________________________ otrs-request@otrs.orgmailto:otrs-request@otrs.org wrote: Send otrs mailing list submissions to otrs@otrs.orgmailto:otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request@otrs.orgmailto:otrs-request@otrs.org You can reach the person managing the list at otrs-owner@otrs.orgmailto:otrs-owner@otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. HTML Conversion to text (Jamie Spence) 2. Re: HTML Conversion to text (Klaus Bruno) 3. Re: Email-ticket vs Phone-ticket (Nils Breunese (Lemonbit)) 4. Re: HTML Conversion to text (Nils Breunese (Lemonbit)) 5. Re: Email-ticket vs Phone-ticket (Egor Tsilenko) ---------------------------------------------------------------------- Message: 1 Date: Mon, 2 Jun 2008 17:01:53 +0530 From: "Jamie Spence" mailto:jamiespence@gmail.com Subject: [otrs] HTML Conversion to text To: "User questions and discussions about OTRS.org" mailto:otrs@otrs.org Message-ID: mailto:ae847c4b0806020431p18b72a6fv7cc0a9b971f95a3e@mail.gmail.com Content-Type: text/plain; charset="iso-8859-1" Is there any option to maintain html mail formatting so that tables and stuff work/display ok? Any ideas appreciated. Thanks, Jamie Dynojet Research, Inc. - Confidentiality notice: This email message and any attachments are intended only for the person or entity to which it is addressed and may contain confidential, proprietary and/or privileged information. Any review, distribution, reliance on, or otherwise use of this information by persons or entities other than the intended recipients is prohibited. If you received this message in error, please immediately notify the sender and delete it and all copies of it in your system.