Default Owner

[jfreeman2nc]

When I first started using OTRS the default owner of any new ticket was Admin OTRS, since I have upgraded to 3.0.10 I notice that the default owner is always my account. For example it lists jfreeman2nc instead of Admin OTRS.

This hasn't caused any issues but I just want to make sure that this will not cause problems down the road. The Admin OTRS account is still there and valid, could this be caused by something being corrupted in the MySQL database?

[jfreeman2nc]

Just wanted to bump this, wondering if anyone had any idea why OTRS is making my account the default owner for all incoming tickets processed.

[SLESSARD]

is your account set as the admin in sysconfig / config.pm?

[jfreeman2nc]

I am not seeing in the config.pm where an account is set as admin, however our system is setup to use LDAP. Still I would not think that this would cause myself to become the admin. This seemed to occur when I upgraded to OTRS 3.0.10.

Can you tell me which module the admin account information is located in Sys Config?

[micshi]

Hi,

Pleas check the table of user in OTRS database, the user id which equals 1 should be the default owner for all tickets.

Mshi

[jfreeman2nc]

User ID 1 is set for root@localhost, so I would think that would still make root the default owner for all incoming tickets.

[SLESSARD]

we are using 2.4 and config is under Config Options: Framework -> Core::AdminEmail:

config.pm also contains admin config which I believe overrides sysconfig
# ---------------------------------------------------- #
# data inserted by installer #
# ---------------------------------------------------- #
# $DIBI$
$Self->{'SystemID'} = 12;
$Self->{'SecureMode'} = 1;
$Self->{'Organization'} = 'CHIN';
$Self->{'LogModule::LogFile'} = '/tmp/OTRS.log';
$Self->{'LogModule'} = 'Kernel::System::Log::SysLog';
$Self->{'FQDN'} = 'dev.intranet2.domainehere';
$Self->{'DefaultLanguage'} = 'en_CA';
$Self->{'AdminEmail'} = 'alias@domainehere';
$Self->{'DefaultCharset'} = 'utf-8';

I remember our sys admin installed OTRS and they had set themselves as admin and consequently all new tickets were assigned to them ...

Could be something with 3.x

[jfreeman2nc]

Our system has the admin email account setup as the generic network support email we use company wide, it is not tied into my account but by me being on the distribution list. So I do not see how this would make me the default owner for all incoming tickets.

Not unless there is something happening due to us being connected to LDAP that is causing this to be the case.

[jojo]

AdimEmail is not used for assigning tickts. Tickets will be assigned to user id 1 (if not changed in Core::Postmaster) and if this user is not valid it should asign it to the next valid user id

[SLESSARD]

True ... that is where we had our problem originally!! Sorry for the confusion ...

That should fix your problem!!