why is the ticket locked when Admin OTRS gets assigned as new owner?

[gwarsow]

According to source code, the ticket gets locked when an agent assigns a new owner to a ticket.

While this is reasonable in general as stated in the znuny docs:

Ticket ownership can be transferred between agents using Znuny’s agent interface. The primary way to reassign ownership is via the “Owner” action in the ticket’s menu. This means the new owner now has exclusive lock, signaling he is actively working on the issue.

the specific case I am concerned with is that the ownership has been "revoked". That is, Admin OTRS (ID=1) has been set as the new owner (meaning that currently this ticket has no specific agent as owner). In this special case it would make sense not to lock the ticket, from my point of view.

Best
Gregor

[shawnbeasley]

You can:

• Recommended: Remove all queue permissions from root@localhost

• Just unlock the ticket, and teach users to take control of open tickets

• Use the unlock timeout setting in the queue

• Use a GA to unlock.

• Use an ACL to Prevent NewOwner = root@localhost (https://doc.znuny.org/znuny/annexes/acl ... properties)