This may happen if you've disabled locking tickets on reply.
On Fri, Jun 14, 2013 at 11:00 AM, Mihai Oprea wrote:
> Thank you for your response, but on my ystem this doesn’t happen. When
> the ticket is create it has an owner predefined (in my case Admin OTRS) and
> after some agent responds t
This is unusual. Maybe you've done your tests using root as an agent? You
shouldn't operate on your tickets as root.
On Fri, Jun 14, 2013 at 6:00 PM, Mihai Oprea wrote:
> Thank you for your response, but on my ystem this doesn’t happen. When
> the ticket is create it has an owner predefined (
Thank you for your response, but on my ystem this doesn't happen. When the
ticket is create it has an owner predefined (in my case Admin OTRS) and after
some agent responds to that specific ticket, the owner doesn't change and
remain Admin OTRS.
Thank you again!
Mihai Oprea
From: otrs-bo
Owner will only change on unlocked ticket and is automatically assigned
upon first to respond.
One who is not an owner cannot use the reply feature.
On Fri, Jun 14, 2013 at 10:36 AM, Mihai Oprea wrote:
> Hello,
>
> ** **
>
> I have studied and test OTRS for the past 2 month, and I found th
Hello,
I have studied and test OTRS for the past 2 month, and I found that it can do a
lot of great things.
But I cannot figure out how can you automatically assign an owner to the ticket
to the first agent that responses to an email ticket.
Let me make it clear:
- Someone send an emai
Hi Gerald, thanks for the hint, I was hoping in a simple boolean parameter
to enable :-)
Since we have a configuration with Agents in LDAP from AD and Customers in
OTRS MySQL Database, I think that I could use the multiple customer backend
feature of OTRS (as described here [1]) defining CustomerUs
