hello parag
u can do it via sysconfig serach option in core ticket .
it says update owner on lock u have to save it as yes. let me know if it
works
shrikant.
On Thu, Dec 9, 2010 at 2:43 AM, 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
>
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