Process ticket - Owner is changed automatically on ticket forward

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aph
Znuny superhero
Posts: 646
Joined: 20 Jun 2014, 12:11
Znuny Version: 3.3.9, 4.x, 5.x

Process ticket - Owner is changed automatically on ticket forward

Post by aph »

Could someone explain me the logic as to under which conditions the ticket owner is changed on ticket forward? The scenario is as follows:
1) A process ticket is generated in OTRS on e-mail receipt. The owner as well as responsible is Admin OTRS
2) Agent A checks the ticket and sets agent B as owner and himself as responsible
3) Agent A then forwards this ticket to an external e-mail address.

At this point the owner is automatically changed to Agent A (one who forwarded the ticket). I would have guessed this happens because agent A actually handled the ticket, but that does not explain what happens when the ticket is forwarded the second time. This goes as follows:
1) Agent A sets agent B as owner and himself as responsible again.
2) Agent A then forwards the ticket to an external e-mail address

At this point the owner is not changed to agent A (agent B stays owner, and agent A the responsible) although she forwarded the ticket just as in the first instance.

Why does the behaviour differ when a ticket is forwarded the first time from when it is forwarded the second time?
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
aph
Znuny superhero
Posts: 646
Joined: 20 Jun 2014, 12:11
Znuny Version: 3.3.9, 4.x, 5.x

Re: Process ticket - Owner is changed automatically on ticket forward

Post by aph »

Any ideas on this one?
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
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