[otrs] Changing ownership on ticket move

[patrick...@aleris.com]

Hello to all,

We have our queues set up so there is a central queue which is monitored by
our support staff. Tickets in that queue are then moved manually by the
support staff to specific working queues.

Our problem is that when the original ticket (owner/responsible are both
set to root@localhost) is moved to another queue, the owner/responsible
fields are set to the name of the person who moved the ticket. We would
like for the owner/responsible fields to remain the default value
(root@localhost) until a technician grabs the ticket and makes him/herself
the owner.

Do we need to adjust a setting in sysconfig? If so, which setting?

Thanks for any suggestions,

Patrick Dillon
Aleris International

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[Alexander Halle]

patrick...@aleris.com wrote :
[...]

> Our problem is that when the original ticket (owner/responsible are both
> set to root@localhost) is moved to another queue, the owner/responsible
> fields are set to the name of the person who moved the ticket. We would
> like for the owner/responsible fields to remain the default value
> (root@localhost) until a technician grabs the ticket and makes him/herself
> the owner.

[...]

Hello Patrick,

this is most likely due to Ticket::Frontend::MoveType being set to "New
Window". This causes an autolock on the agent when moving, followed by
an autounlock due to Ticket::EventModulePost###99-ForceUnlockOnMove.

To fix this you can set Ticket::Frontend::MoveType to "Dropdown", but
you will then loose some options like adding a note when moving.

Regards

Alexander

--
radprax Gesellschaft fuer medizinische Versorgungszentren mbH,
Bergstr. 7 - 9, 42105 Wuppertal,
Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119
Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag
Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152
Web: http://www.radprax.de

[patrick...@aleris.com]

Alexander,

Thanks so much for the quick reply. I checked that setting and we are
already using the "Dropdown" option for MoveType.

Any other suggestions?

Thanks,

Pat

From: Alexander Halle <ahall...@radprax.de>

To: "User questions and discussions about OTRS." <ot...@otrs.org>

Date: 11/13/2009 11:02 AM

Subject: Re: [otrs] Changing ownership on ticket move

Sent by: otrs-b...@otrs.org

[Alexander Halle]

patrick...@aleris.com wrote :

> Thanks so much for the quick reply. I checked that setting and we are
> already using the "Dropdown" option for MoveType.
>
> Any other suggestions?

Hello Patrick,

I'm sorry, I have no other idea.

The owner change is most likely due to ticket locking and unlocking. You
must verify this and check who is doing the locking - the agents or the
system (look at ticket history). It would be also interesting when the
locking is done - immediately (-> automatism) or in certain intervals
(-> GenericAgent) ?

[Frans Stekelenburg]

Patrick,

Perhaps this SysConfig option, under Ticket -> Core::Ticket, is of use:

Ticket::EventModulePost###1-ForceOwnerResetOnMove:
Ticket event module to reset and unlock the owner if ticket gets moved
to another queue.

gr,
Frans