Hi Michiel, Problem is, we do need locks and we do need owners. But sometime an owner says "Okay, I give up on this, somebody else must step up" and unlocks the ticket. That ticket is now available for anybody else to lock and work on. But nobody does, because they see the owner right on the screen and think that somebody is already working on it. They should be looking at the locked/unlocked column, but this is people and they only do what's natural based on the information on the screen. I don't know why it is important for OTRS to list the previous owner of an unlocked ticket, and I was wondering if there was an easy way to disable that feature. Lars -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: Monday, August 08, 2011 3:36 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] "owner" of unlocked tickets Actually, what would be against removing the lock/unlock notion in OTRS and making it possible for the owner to be empty? If a ticket has an owner, it's supposed to be 'locked', if it does not have an owner, it's 'available'. The only drawback I see here is that there is no 'easy' way to see the previous owner. But I'd say the benefit of having no more confusion about unlocked tickets with an owner outweighs this drawback. Any thoughts? -- Mike On Mon, Aug 8, 2011 at 15:21, Lars Jørgensen wrote:

Hi,

One aspect of OTRS that I have to explain again and again is that an unlocked ticket is in fact unlocked. "But I can see the owner right there! On the screen! Look!", complains the Agent, and doesn't do anything about the ticket. Because it is owned by somebody else, right?

Is it possible to remove all references to previous owners in the various lists and views of unlocked tickets that OTRS provides? If I want to see previous owners, I can just open the ticket and look at it.

I guess we can create an agent called "Nobody" and assign free tickets to him with a Generic Agent. But this seems like a nasty workaround if a more elegant solution exists.

Lars

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Hi Gerald, Just tried, and the ticket was locked to root. Lars From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Tuesday, August 09, 2011 8:44 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] "owner" of unlocked tickets If one gives up on the ticket, he should assign the ticket to root@localhost, and the ticket won't necessarily be locked to root. On Tue, Aug 9, 2011 at 4:59 AM, Lars Jørgensen mailto:lajo@kb.dk> wrote: Hi Michiel, Problem is, we do need locks and we do need owners. But sometime an owner says "Okay, I give up on this, somebody else must step up" and unlocks the ticket. That ticket is now available for anybody else to lock and work on. But nobody does, because they see the owner right on the screen and think that somebody is already working on it. They should be looking at the locked/unlocked column, but this is people and they only do what's natural based on the information on the screen. I don't know why it is important for OTRS to list the previous owner of an unlocked ticket, and I was wondering if there was an easy way to disable that feature. Lars -----Original Message----- From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: Monday, August 08, 2011 3:36 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] "owner" of unlocked tickets Actually, what would be against removing the lock/unlock notion in OTRS and making it possible for the owner to be empty? If a ticket has an owner, it's supposed to be 'locked', if it does not have an owner, it's 'available'. The only drawback I see here is that there is no 'easy' way to see the previous owner. But I'd say the benefit of having no more confusion about unlocked tickets with an owner outweighs this drawback. Any thoughts? -- Mike On Mon, Aug 8, 2011 at 15:21, Lars Jørgensen mailto:lajo@kb.dk> wrote:

Hi,

One aspect of OTRS that I have to explain again and again is that an unlocked ticket is in fact unlocked. "But I can see the owner right there! On the screen! Look!", complains the Agent, and doesn't do anything about the ticket. Because it is owned by somebody else, right?

Is it possible to remove all references to previous owners in the various lists and views of unlocked tickets that OTRS provides? If I want to see previous owners, I can just open the ticket and look at it.

I guess we can create an agent called "Nobody" and assign free tickets to him with a Generic Agent. But this seems like a nasty workaround if a more elegant solution exists.

Lars

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Hi Renée Yeah, that was what I proposed in my initial post. I was just wondering if there was a more elegant OTRS way to do it. Lars From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Renée Bäcker Sent: Wednesday, August 10, 2011 11:55 AM To: otrs@otrs.org Subject: Re: [otrs] "owner" of unlocked tickets Hi Lars, maybe you should write a module that handles the TicketOwnerUpdate event... That module can unlock the ticket whenever it is assigned to User 1 (root@localhost) - Renée On 10.08.2011 10:26, Lars Jørgensen wrote: Hi Gerald, Just tried, and the ticket was locked to root. Lars -- Perl-Magazin: http://perl-magazin.de Perl-Nachrichten: http://perl-nachrichten.de