Hi Joseph,
The ticket "Owner" is the agent that has "locked" the ticket, meaning the agent
that is working on it. No one really "owns" a particular queue but I think the
field in the db is set to not allow nulls so they make new tickets owned by the
admin user. Customers don't have the ability to (and should not really) assign
tickets to a specific agent by making any given agent the owner of a ticket.
The idea is the ticket goes into a queue with no owner (aside from root user)
so all agents watching said queue can see it. Then whichever agent is going to
work the ticket, "locks" the ticket and at that point becomes the owner of it
and the ticket is no longer visible in the queue. This is all assuming default
setups of course.
Brett
________________________________
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Joseph Sibie
Devis
Sent: Monday, June 02, 2008 07:30
To: otrs@otrs.org
Subject: Re: [otrs] How is teh owner ship of a que decided initially
Dear Admin
I had the following doubt while testing the OTRS
When A demo customer is creating a ticket in any queue , how is the owner
decided ? If its decided according to the configuration "owner" in OTRS , Its
not working for me ,For me any queue , the default owner is ad min , please help
--
Thank You
________________________________
Best Regards
Joseph Sibie Devis
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Today's Topics:
1. HTML Conversion to text (Jamie Spence)
2. Re: HTML Conversion to text (Klaus Bruno)
3. Re: Email-ticket vs Phone-ticket (Nils Breunese (Lemonbit))
4. Re: HTML Conversion to text (Nils Breunese (Lemonbit))
5. Re: Email-ticket vs Phone-ticket (Egor Tsilenko)
----------------------------------------------------------------------
Message: 1
Date: Mon, 2 Jun 2008 17:01:53 +0530
From: "Jamie Spence" <[EMAIL PROTECTED]><mailto:[EMAIL PROTECTED]>
Subject: [otrs] HTML Conversion to text
To: "User questions and discussions about OTRS.org"
<otrs@otrs.org><mailto:otrs@otrs.org>
Message-ID:
<[EMAIL PROTECTED]><mailto:[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-1"
Is there any option to maintain html mail formatting so that tables and
stuff work/display ok?
Any ideas appreciated.
Thanks,
Jamie
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