Znuny and ((OTRS)) Community Edition

Anyway, I do not understand why you reply on a seven year old post. Usually the person who are involved this topic have solved their issue. People look for answer here, so I thought I point to the official OTRS documentation which provides an explanation instead of opinions. My experience after 20 ...

Owner is the one actually doing the work responsible the "controller"/boss I just had the same discussion with my colleagues and had to change my opinion after reading "Ticket Responsibility" here . The owner keeps the ticket and chooses through the field "responsible"...