Default Ticket Owner

[jfreeman2nc]

OK I believe I have asked this question before, but never received an answer.

For some reason the default ticket owner has become my user account in our OTRS instance, when by default it should be something like Admin OTRS.

I am not sure as to how or why this changed, but I would like to change it back to the default Admin OTRS user/owner. Can anyone help me with this? Not only is it wrong to make me the owner, but it is also irritating to receive an email every single time an agent adds a note to a ticket.

Please help!

[CSL]

It's got to be a change that has been made from the default config, as you say, so I'd start by searching through your ZZZAuto.pm for your username. It might also be worth looking in the database at the 'users' table to see what your account's ID is (to make sure you haven't overwritten the admin user's ID of 1).

You could also try comparing your ZZZAuto.pm file to a standard, default installation's ZZZAuto.pm. The ExamDiff freeware program will do the job on windows, and tkdiff will do it on linux.

[crythias]

make sure root's email isn't yours.

[jfreeman2nc]

Where would I check for the root admin email? Would this be setup in sysconfig? I cannot seem to find where I would have entered my email address into any setting. I have checked the ZZZAuto.pm, there is no instance of my name or email, also in the users database table, user id 1 is set to root@localhost.

[crythias]

root admin email address is set as a preference for the agent with a login as root.
Action=AdminUser;Subaction=Change;UserID=1;Search=

[jfreeman2nc]

I am currently using LDAP, and am not allowed to login using the root account. I have found this to be the case in both instances of OTRS that I am running, however one correctly still uses the root account as the default owner.

[CSL]

That's ok, you don't have to login as admin to view the admin accounts' preferences and change them. If your email address is set as the admin accounts' email address then that would explain why you are getting admin's emails.

If your account is set as the owner of new tickets however (as in, it says you own them when they are newly created, instead of the admin user) then this could be a configuration change that has been made.

Since you have a second install that does not have this problem, I'd compare their sysconfig files (/otrs/Kernel/Config/Files/ZZZAuto.pm) using Examdiff or tkdiff as I suggested - this will highlight all differences between them.

Also try looking at your postmaster filter settings, as these can be used to assign the owner of newly created tickets.

[jfreeman2nc]

The ZZZAuto.pm for the OTRS with the correct owner are drastically different, so much so that there really is not a good way to compare. I did see this in the ZZZAuto.pm for the affected OTRS instance:

Code: Select all

$Self->{'PostmasterUserID'} =  '2';
$Self->{'PostmasterFollowUpSearchInReferences'} =  '1';
$Self->{'PostMasterMaxEmailSize'} =  '260000';
$Self->{'Frontend::Module'}->{'AdminGenericAgent'} =  {
  'Description' => 'Admin',
  'Group' => [
    'admin',

PostmasterUserID = 2 = me

Shouldn't this value = 1?

[jfreeman2nc]

I changed the postmaster user ID to 1 in the sysconfig, and I think it is corrected now. Will keep an eye on it, but new tickets are coming in under Admin OTRS.

[CSL]

I've found that setting you changed in sysconfig and it looks like the cause of the problem. It's located in Ticket - Core::Postmaster - PostmasterUserID

PostmasterUserID
Default value: 1
Specifies user id of the postmaster data base.

I didn't know that changing this would change the default owner of tickets. The description provided doesn't exactly spell that out. Mine is set to 1 (the default) so I'm pretty sure this was the source of your trouble.

Good eye - sometimes scanning through the differences quickly for anything that could look relevant is the best way to go.

[jfreeman2nc]

Thank you all for your help!