Sounds to me as if you mixed up responsible (should be your project manager as
the guy in charge) and owner (the agent who actually works the ticket), but
since I don't work with responsibilities (in OTRS that is) I'm not sure.
You can set the owner by using the User-Agent attribute in a PostmasterFilter
(at least I think so, since I couldn't find anything about the attribute that
fast)
Greets
DAniel
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Camilo
Vieira
Gesendet: Dienstag, 27. Januar 2009 17:09
An: User questions and discussions about OTRS.
Betreff: [otrs] RES: RES: How to set default Ticket Owner
Daniel,
I mistyped the meaning of the question. I need to know the follow scenario:
someone open a ticket, it goes straight to the default owner. After the owner
analyses, he find out one of the agents (I have already listed the agents) will
be responsible for the ticket resolution and want to delegate the
TicketResponsible feature, without changing the owner. Just to clarify, I
have a ticket's owner (project manager) who is supposed to delegate the ticket
responsibility to one of my agents (such as departments), but he must always be
the owner and be able to follow up and close the case since the manager is the
tip down to talk to the client.
Can you help me, please?
Thanks in advance.
Camilo Vieira * Coordenador de Infra-estrutura de redes
Navitahttp://www.navita.com.br/ * Portaishttp://www.navitaportal.com/ e
BlackBerryhttp://www.blackberrycorporativo.com.br/ * 55 11 3055-2001
De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Em nome de Obee, Daniel
Enviada em: terça-feira, 27 de janeiro de 2009 13:04
Para: User questions and discussions about OTRS.
Assunto: Re: [otrs] RES: How to set default Ticket Owner
Though I don't see any reason to do so (check the my queue function on that
account), you could do so by adding a PostmasterFilter setting accordingly. But
really, check if that makes sense at all. What about an agent being on holidays
or such? The purpose of a queue is to provide a multi-access 'mailbox' kinda
thing - if you set the owner it's the same as having a private mail.
Cheers
Daniel
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Camilo
Vieira
Gesendet: Dienstag, 27. Januar 2009 15:23
An: User questions and discussions about OTRS.
Betreff: [otrs] RES: How to set default Ticket Owner
Hi,
Does anyone know how can I set the default ticket owner foreach queue?
Thanks,
Camilo Vieira * Coordenador de Infra-estrutura de redes
Navitahttp://www.navita.com.br/ * Portaishttp://www.navitaportal.com/ e
BlackBerryhttp://www.blackberrycorporativo.com.br/ * 55 11 3055-2001
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