Hello friends, I have OTRS 3.0 on Windows platform. I have configured the system to poll an email account and automatically create a ticket in the queue. When the new ticket gets created, it appears in the queue with the status as "New". When an agent opens (zooms) that ticket and clicks on "Lock", I want two things to happen, 1. Change ticket state to "Open" - I could accomplish this in SysConfig 2. I want the owner of the ticket to change to the agent who locked the ticket. This should happen even if agent doesn't add any notes, email response, etc. Any thoughts how the owner can be changed automatically upon ticket lock? GoodWills Parag Bhalerao

hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. On Thu, Dec 9, 2010 at 2:43 AM, Parag Bhalerao

wrote:

Hello friends,

I have OTRS 3.0 on Windows platform. I have configured the system to poll an email account and automatically create a ticket in the queue. When the new ticket gets created, it appears in the queue with the status as "New". When an agent opens (zooms) that ticket and clicks on "Lock", I want two things to happen,

1. Change ticket state to "Open" - I could accomplish this in SysConfig 2. I want the owner of the ticket to change to the agent who locked the ticket. This should happen even if agent doesn't add any notes, email response, etc.

Any thoughts how the owner can be changed automatically upon ticket lock?

GoodWills

Parag Bhalerao

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Hi Parag, You must have made some change to the configuration, because the default operation of OTRS is to change the owner of a ticket to the agent that locks it. If you want to revert to the default configuration for testing purposes, rename Kernel/Config/Files/ZZZAuto.pm to something else. This will clear all your changes to OTRS (except the ones you made in Config.pm, but you should avoid that if possible). If OTRS then works as you outlined below, you have to hunt down what change you made to make it stop working right. ZZZAuto.pm is somewhat readable, so you should be able to look through it and find the culprit. Lars From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Parag Bhalerao Sent: Thursday, December 09, 2010 4:53 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket State and Owner Thanks Shrikant, There is only one place for TicketOwnerUpdate under Ticket::EventModulePost###140-ResponsibleAutoSet. But that doesn't change the owner. :( GoodWills Parag Bhalerao From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shrikant k Sent: Thursday, December 09, 2010 12:35 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket State and Owner hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. On Thu, Dec 9, 2010 at 2:43 AM, Parag Bhalerao mailto:Parag.Bhalerao@cybertech.com> wrote: Hello friends, I have OTRS 3.0 on Windows platform. I have configured the system to poll an email account and automatically create a ticket in the queue. When the new ticket gets created, it appears in the queue with the status as "New". When an agent opens (zooms) that ticket and clicks on "Lock", I want two things to happen, 1. Change ticket state to "Open" - I could accomplish this in SysConfig 2. I want the owner of the ticket to change to the agent who locked the ticket. This should happen even if agent doesn't add any notes, email response, etc. Any thoughts how the owner can be changed automatically upon ticket lock? GoodWills Parag Bhalerao --------------------------------------------------------------------- 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