Owner and Responsible reset every time

Moderator: crythias

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rodolfor
Znuny newbie
Posts: 55
Joined: 11 Jun 2020, 14:56
Znuny / OTRS Version: 6.0.27
Real Name: Rodolfo Rughi
Company: none

Owner and Responsible reset every time

Post by rodolfor »

Hi all.
When I insert a new ticket, leaving empty owner and responsible, owner and responsible are set to the agent inserting the ticket.
Each time another agent insert a note or reply to the ticket, owner and responsible are resetted to the new agent.
Is it possible to leave untouched the responsible?

Thanks
lis9
Znuny newbie
Posts: 33
Joined: 13 Apr 2017, 11:27
Znuny / OTRS Version: 6.4.3
Real Name: Daniel
Company: Komputronik S.A.

Re: Owner and Responsible reset every time

Post by lis9 »

Uncheck Ticket::ResponsibleAutoSet in Core->Ticket

Daniel
rodolfor
Znuny newbie
Posts: 55
Joined: 11 Jun 2020, 14:56
Znuny / OTRS Version: 6.0.27
Real Name: Rodolfo Rughi
Company: none

Re: Owner and Responsible reset every time

Post by rodolfor »

Thanks, it works.
Last edited by rodolfor on 24 Nov 2022, 15:39, edited 1 time in total.
lis9
Znuny newbie
Posts: 33
Joined: 13 Apr 2017, 11:27
Znuny / OTRS Version: 6.4.3
Real Name: Daniel
Company: Komputronik S.A.

Re: Owner and Responsible reset every time

Post by lis9 »

there are a lot of possibilities: use filters on incoming email, use generic agent, show responsible listbox on forms you need

Daniel
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