Phone Ticket Auto Assign Agent

[BreadMurderer]

Hello! Happy New Year!

Me again...

I THINK this was answered to me before but I cannot find it or any other thread (I cant be looking hard enough) that solves this.

I know that when an agent creates a phone ticket it will automatically assign this ticket to the agent that raised it. I do not want this to happen. What I would like is for it to go into the queue unassigned waiting for an agent to pick it up. Just because the agent raised the ticket does not make them responsible for it in our working environment.

Your help, as ever, is much appreciated.

Cheers,
Dan

[crythias]

sure, just make sure that an agent isn't chosen.

[BreadMurderer]

So what you are saying is that we would have to login as a different (non-agent) user, create the call and then log back in as the agent? Or am I getting the wrong end of the stick....

If that IS the case then that will not work for us. Any other way?

Cheers,
Dan

[Marwain]

When creating Phone ticket, there is field "Owner", where you can select the agent of the ticket. If none is to be selected, just pick OTRS Admin.

[BreadMurderer]

Aha! I get you!

OK so I have created a new agent called NOT ASSIGNED - and we can assign any calls that do not want to be owned straight away to this "agent". Sounds like that could work.

Cheers!