[otrs] Ticket owner set up automatically

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Robert Poreba

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Mar 8, 2011, 5:46:12 PM3/8/11
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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

Gerald Young

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Mar 8, 2011, 10:08:59 PM3/8/11
to User questions and discussions about OTRS.
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? 

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Robert Poreba

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Mar 9, 2011, 4:59:40 AM3/9/11
to User questions and discussions about OTRS.
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

Thor Computer

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Mar 9, 2011, 6:24:20 AM3/9/11
to User questions and discussions about OTRS.
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
<poreba...@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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Gerald Young

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Mar 9, 2011, 7:50:10 AM3/9/11
to User questions and discussions about OTRS.
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 <th...@goerich.de> 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
<poreba...@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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Robert Poreba
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Mar 13, 2011, 3:29:10 PM3/13/11
to User questions and discussions about OTRS.
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 
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