You shouldn't have to do anything. The one who locks the ticket owns the ticket. I believe the first person to do anything to the ticket to make a change (for example, Click response) locks the ticket and assigns himself as the owner. In addition to that, if a third-party owner is assigned to the ticket (for example, a dispatcher/manager assigns a ticket), the ticket is immediately locked.
On Wed, Dec 8, 2010 at 4:13 PM, Parag Bhalerao <parag.bhale...@cybertech.com > wrote: > Hello friends, > > I have OTRS 3.0 on Windows platform. I have configured the system to > poll an email account and automatically create a ticket in the queue. > When the new ticket gets created, it appears in the queue with the > status as "New". When an agent opens (zooms) that ticket and clicks on > "Lock", I want two things to happen, > > 1. Change ticket state to "Open" - I could accomplish this in SysConfig > 2. I want the owner of the ticket to change to the agent who locked the > ticket. This should happen even if agent doesn't add any notes, email > response, etc. > > Any thoughts how the owner can be changed automatically upon ticket > lock? > > GoodWills > > Parag Bhalerao > > --------------------------------------------------------------------- > 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
