difference between responsible and owner

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hhurtado
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Real Name: Hugo Hurtado
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difference between responsible and owner

Post by hhurtado »

I have a question, in OTRS, what is the specific difference between responsible and owner, and what would be an example of its use,

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crythias
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Re: difference between responsible and owner

Post by crythias »

One might be the one who has control over the ticket, the other might be the one actually doing the work.

An example might be a human dispatcher that owns all tickets but a responsible agent might be the one who goes out and actually does the action.

Or the terms might be reversed as the owner is one who is doing the work, but the responsible takes blame for it actually being done.
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