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Robert Poreba

8 Mar 2011 8 Mar '11

10:46 p.m.

Hi All, When we create new Tickets, the Agent creating it becomes the Owner automatically. Is there a way to disable this feature so the Ticket sits in the queue with blank owner until somebody picks it up? I've checked google but no luck. -- Kind Regards, Robert

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Gerald Young

9 Mar 9 Mar

3:08 a.m.

When you create a ticket, if the Owner is -, which is default, it's the root@localhost Owner, and not locked. What version OTRS and do you have a specific config that assigns an owner? On Tue, Mar 8, 2011 at 5:46 PM, Robert Poreba wrote:

Hi All,

When we create new Tickets, the Agent creating it becomes the Owner automatically.

Is there a way to disable this feature so the Ticket sits in the queue with blank owner until somebody picks it up?

I’ve checked google but no luck.

--

Kind Regards,

Robert

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Robert Poreba

9:59 a.m.

Gerald, Thank you, I'm on 3.0.6 and I believe I haven't got any config that assigns the owner automatically. All I set is the setting for making the Owner to be Responsible automatically. As I said, currently the Agent logging the call becomes the Owner somehow. -- Kind Regards, Robert On Wed, Mar 9, 2011 at 3:08 AM, Gerald Young wrote:

When you create a ticket, if the Owner is -, which is default, it's the root@localhost Owner, and not locked.

What version OTRS and do you have a specific config that assigns an owner?

On Tue, Mar 8, 2011 at 5:46 PM, Robert Poreba < poreba.robert@googlemail.com> wrote:

...
Hi All,

When we create new Tickets, the Agent creating it becomes the Owner automatically.

Is there a way to disable this feature so the Ticket sits in the queue with blank owner until somebody picks it up?

I’ve checked google but no luck.

--

Kind Regards,

Robert

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Thor Computer

11:24 a.m.

Am 09.03.2011 04:08, schrieb Gerald Young:

When you create a ticket, if the Owner is -, which is default, it's the root@localhost Owner, and not locked.

Hi, which Version of OTRS you are working on?! On different machines 2.2.7, 2.4.9. 2.4.9, when you create a phone-ticket, the owner is always the agent who created the ticket! Owner is "-". The ticket is open and unlocked! If the tickets come by mail and were fetched over Postmaster.pl the owner is root@localhost.. Greets Thorsten

What version OTRS and do you have a specific config that assigns an owner?

On Tue, Mar 8, 2011 at 5:46 PM, Robert Poreba wrote:

...
Hi All,

When we create new Tickets, the Agent creating it becomes the Owner automatically.

Is there a way to disable this feature so the Ticket sits in the queue with blank owner until somebody picks it up?

I’ve checked google but no luck.

--

Kind Regards,

Robert

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Gerald Young

12:50 p.m.

You are correct. I made a mistake. I verified the following result on 2.x and 3.x. If Owner is "-", Owner is assigned to User, and ticket is open and unlocked. I thought I saw and verified something different. Mitigation: Create an Open Ticket Owner and assign the ticket to him or root@localhost. (Open Ticket Owner should have the Queues in his My Queues) To do that automatically? It's possibly that changing the .dtl to include an input type="hidden" might work as a permanent fix. But, open tickets are open tickets. If Owner doesn't lock the ticket, it's still fair game. On Wed, Mar 9, 2011 at 6:24 AM, Thor Computer wrote:

Am 09.03.2011 04:08, schrieb Gerald Young:

When you create a ticket, if the Owner is -, which is default, it's the root@localhost Owner, and not locked.

Hi,

which Version of OTRS you are working on?! On different machines 2.2.7, 2.4.9. 2.4.9, when you create a phone-ticket, the owner is always the agent who created the ticket! Owner is "-". The ticket is open and unlocked! If the tickets come by mail and were fetched over Postmaster.pl the owner is root@localhost..

Greets

Thorsten

What version OTRS and do you have a specific config that assigns an owner?

On Tue, Mar 8, 2011 at 5:46 PM, Robert Poreba wrote:

Hi All,

When we create new Tickets, the Agent creating it becomes the Owner automatically.

Is there a way to disable this feature so the Ticket sits in the queue with blank owner until somebody picks it up?

I’ve checked google but no luck.

--

Kind Regards,

Robert

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Robert Poreba

13 Mar 13 Mar

7:29 p.m.

Thanks for your replies, I decided to change AgentTicketPhone.pm as there was a bit of code setting owner to current user if no owner was specified. Now all the calls are assigned to root@localhost by default, which is ok after I changed root's name to unassigned. I guess this will not survive otrs upgrades so it will be additional upgrade step for me (not too bad). Thanks again, Robert From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: 09 March 2011 12:50 To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket owner set up automatically You are correct. I made a mistake. I verified the following result on 2.x and 3.x. If Owner is "-", Owner is assigned to User, and ticket is open and unlocked. I thought I saw and verified something different. Mitigation: Create an Open Ticket Owner and assign the ticket to him or root@localhost. (Open Ticket Owner should have the Queues in his My Queues) To do that automatically? It's possibly that changing the .dtl to include an input type="hidden" might work as a permanent fix. But, open tickets are open tickets. If Owner doesn't lock the ticket, it's still fair game. On Wed, Mar 9, 2011 at 6:24 AM, Thor Computer wrote: Am 09.03.2011 04:08, schrieb Gerald Young: When you create a ticket, if the Owner is -, which is default, it's the root@localhost Owner, and not locked. Hi, which Version of OTRS you are working on?! On different machines 2.2.7, 2.4.9. 2.4.9, when you create a phone-ticket, the owner is always the agent who created the ticket! Owner is "-". The ticket is open and unlocked! If the tickets come by mail and were fetched over Postmaster.pl the owner is root@localhost.. Greets Thorsten What version OTRS and do you have a specific config that assigns an owner? On Tue, Mar 8, 2011 at 5:46 PM, Robert Poreba mailto:poreba.robert@googlemail.com wrote: Hi All, When we create new Tickets, the Agent creating it becomes the Owner automatically. Is there a way to disable this feature so the Ticket sits in the queue with blank owner until somebody picks it up? I've checked google but no luck. -- Kind Regards, Robert --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

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Gerald Young
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Thor Computer