Hello;
i'm using OTRS 3.2.11 with MySQL, IIS 7 on windows 2008 server. i have set up user agents that can creat, treat and close tickets. however when Agent A creat a ticket and agent B add a note to this ticket the system send an email saying that someone made some modifications and if agent B close the ticket the ticket will not close untill Agent A close it.
how can i desable these email notifications and allow agents to add and close ticket without the permition of the one who creat it.
thank you!!
how to disable ticket awnership!
Moderator: crythias
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redone
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how to disable ticket awnership!
Last edited by redone on 30 Jul 2014, 16:59, edited 2 times in total.
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crythias
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Re: agent notifications
Only the owner of the ticket (if locked) can close a ticket. If the ticket is unlocked, anyone should be able to close it.
Regarding notifications. If an agent adds a note to a ticket, and that agent is not the owner of the ticket, the owner (if the ticket is locked) will get notification of the note added. This is because Agent B doesn't own the ticket. Agent A does. So Agent A would get notifications of changes to *his* ticket.
Regarding notifications. If an agent adds a note to a ticket, and that agent is not the owner of the ticket, the owner (if the ticket is locked) will get notification of the note added. This is because Agent B doesn't own the ticket. Agent A does. So Agent A would get notifications of changes to *his* ticket.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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redone
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how to disable ticket awnership!
thank you Crythias for your answer.
i was thinking that is about ownership of the ticket. since i desabled locking the tickets...is there anywayt o do so for awnership? i have 4 agents working in shifts...so sometimes the ticket need to be trated by someone else then the owner if he is not at work.
i was thinking that is about ownership of the ticket. since i desabled locking the tickets...is there anywayt o do so for awnership? i have 4 agents working in shifts...so sometimes the ticket need to be trated by someone else then the owner if he is not at work.