[Solved]Auto setting owner as the current login user in process ticket

[harrypet]

Hi all,

I am trying to set the owner as the current login user automatically when the process ticket is created. ( No need to select the owner by him/herself).

I try to configure this setting in transition action.

Here's what I did.

Capture.PNG

Is that the <OTRS_CURRENT_Userlogin> is not working? or did I have sth configuring wrongly?

It would be glad for any reply and help. Thanks.

Best Regards,
Harry

[skullz]

Try,

Module => TicketLockSet
Key: Lock Value: lock

Good luck

[harrypet]

Hey man,

What is the use of setting the Lock as lock?
I have tried and the owner wouldn't change. It is still the Admin OTRS.

Capture.JPG

I would like to set the owner in process information as the current login user automatically after he/she created a ticket.

BTW, thanks for replying.

Best regards,
Harry

[wurzel]

Hi,

AFAIK <OTRS_CURRENT_Userlogin>
is not possible.

Flo

[root]

Hi,

The transition action is TicketOwnerSet, but as far as I know, there is no way to use the UserID of the current agent as a parameter. The commercial package Znuny4OTRS-AdvancedProcessManagement enable tag with the current user

- Roy

[skullz]

Hey man,

What is the use of setting the Lock as lock?
I have tried and the owner wouldn't change. It is still the Admin OTRS.

Capture.JPG

I would like to set the owner in process information as the current login user automatically after he/she created a ticket.

BTW, thanks for replying.

Best regards,
Harry

Lock is to determine an agent is working on the ticket..thus if the ticket is originally unlock, when lock, it should auto assign current user as owner..

Not sure why its not working..also you can try

Module => TicketOwnerSet
Key: OwnerID Value: <OTRS_Ticket_Created>
Key: UserID Value: 1

*this will assign the ticket creator as ticket owner. So, i think this process must be start only in agent portal.

[root]

<OTRS_Ticket_Created>

Hi,

This should be a timestamp, maybe <OTRS_Ticket_CreatedBy> works. Never tried it.

- Roy

[harrypet]

Lock is to determine an agent is working on the ticket..thus if the ticket is originally unlock, when lock, it should auto assign current user as owner..

Not sure why its not working..also you can try

Module => TicketOwnerSet
Key: OwnerID Value: <OTRS_Ticket_Created>
Key: UserID Value: 1

*this will assign the ticket creator as ticket owner. So, i think this process must be start only in agent portal.

Hey guys,
I have tried to use [Key: OwnerID Value: <OTRS_Ticket_Created> /<OTRS_Ticket_CreatedBy> Key: UserID Value: 1] in my ticket. Seems like this otrs tag is not working also.

Thanks for the help. I don't know whether there is a solution apart from purchasing the commercial package.

Best regards,
Harry

[skullz]

<OTRS_Ticket_Created>

Hi,

This should be a timestamp, maybe <OTRS_Ticket_CreatedBy> works. Never tried it.

- Roy

Lock is to determine an agent is working on the ticket..thus if the ticket is originally unlock, when lock, it should auto assign current user as owner..

Not sure why its not working..also you can try

Module => TicketOwnerSet
Key: OwnerID Value: <OTRS_Ticket_Created>
Key: UserID Value: 1

*this will assign the ticket creator as ticket owner. So, i think this process must be start only in agent portal.

Hey guys,
I have tried to use [Key: OwnerID Value: <OTRS_Ticket_Created> /<OTRS_Ticket_CreatedBy> Key: UserID Value: 1] in my ticket. Seems like this otrs tag is not working also.

Thanks for the help. I don't know whether there is a solution apart from purchasing the commercial package.

Best regards,
Harry

yupp..my bad for not checking my process first..
<OTRS_TICKET_CreateBy>
it should be as below..at least it worked on my v6.

Capture.PNG

[root]

yupp..my bad for not checking my process first..
<OTRS_TICKET_CreateBy>
it should be as below..at least it worked on my v6.

Great, so as long as the tags are <OTRS_TICKET_*> there's no need for a commercial package.

- Roy

[harrypet]

Hey guys,

<OTRS_TICKET_CreateBy> work fine. Thanks Roy and skullz.

Best Regards,
Harry