Lock,unlocked, Owner and Responsible

[montoxic]

Hi

I am quite new to otrs and i have to ask, we have had a lot of disqussion of how OTRS work, or how you can configure it, and one thing that are quite confusing at the moments. So i just want to check with the best OTRS forum on the net.

When you standard install OTRS how is it suppose to work

OWNER = The person who submitted the ticket?
RESPONSBILE = the person that should solve the ticket
LOCKED TICKET = OWNER AND RESPONSIBLE are changed to the person who locks it.
UNLOCKED TICKET = Unassigned ticket?

What is your input?, how do you do it? How does a ticket look when it is unassigned in your system?. Sometimes i have seen that they have a que called Unassiged. What is setup/best practise?

The confusing is when the ticket is unlocked the old owner and responsible are still there, and we are thinging that people shall mistake this for the ticket to being worked on.

OTRS 3.3.8, Ubuntu 14.04

[Rooobaaat]

Welcome to the white-site montoxic!

A Ticket-Owner is an agent who works on the ticket.
A Ticket-Responsible is an agent who can do the same actions on a ticket like the owner.
If a Ticket is locked, only the Ticket-Owner and the Ticket-Responsible can interact with the ticket.
If a Ticket is unlocked, it's available for other agents.

You can rename the Admin OTRS to Unassigned or something like that.