Stop owner change when replying

[keithf4]

Is there a way to stop the ownership of an unlocked ticket from automatically changing when an agent replies to another agent's ticket?

[crythias]

that is the point of locking the tickets.

[crythias]

More to the point, it doesn't matter who the owner is if you don't lock tickets. If any agent can reply to a ticket, the owner changes to last responder, and for good reason:

A customer is going to want to talk to one person. One point of contact. If random agent says, "let me butt in here and apply my thoughts ..." a customer would think, "but, I was talking to ... who is this? Is he handling my ticket now?" And as well, why wouldn't the person who sent the reply want to get the customer response on the issue?

Agent John: "Hey, this is John. I know you were talking to Bob, but I really think that you should reboot your computer."
Customer: "Um. ok. I rebooted my computer, now what?"
Agent Bob: "huh? I didn't say anything about rebooting your computer..."

If you need multiple people on a ticket, consider owner/responsible. You get two, but that might be enough.

[grgelisha]

Hi Crythias,

I have a Scenario where L1 Agent 'X' is handling a ticket and after multiple communications, Customer wants to escalate and writes a mail to L2 i.e Agent 'Y'. Now the ticket been reopened in Agent 'X' Queue.

Is this the default functionality of OTRS? or can we ensure the same ticket be reopened in Agent 'Y' Queue??

Anticipating your valuable response..

[crythias]

Hi Crythias,

I have a Scenario where L1 Agent 'X' is handling a ticket and after multiple communications, Customer wants to escalate and writes a mail to L2 i.e Agent 'Y'. Now the ticket been reopened in Agent 'X' Queue.

Is this the default functionality of OTRS? or can we ensure the same ticket be reopened in Agent 'Y' Queue??

Anticipating your valuable response..

It isn't necessary that X and Y are in different queues, though procedure-wise, you might use "priority" and Notification (Event) to indicate level 2 notification to agent Y in the same queue or just have Agent X assign to Agent Y.

In general, though, the customer has no way of changing to whom the ticket should be assigned. Using queues without agent names (ie, as categories) attached creates a level of abstraction that enables agents to be autonomous in how the ticket is assigned and handled.

If the customer sends the same ticket again, the only thing appropriate is to merge tickets.

[grgelisha]

I appreciate your quick reply Crythias.
Although we have generic queue for handling customer issues as SPOC but Here Agent X and Agent Y are in different queues. If I Assign one to other then privacy issue arises. And I cant categorize without agent names bcz our web mail has been integrated.
I repeat my concern "X working on a ticket and customer replies by keeping Y in TO address but ticket is not getting into Y queue but X queue"

[crythias]

I repeat my concern "X working on a ticket and customer replies by keeping Y in TO address but ticket is not getting into Y queue but X queue"

The ticket number wins.

[grgelisha]

Thank you. I am confirmed