RAW Queue / Ticket Owners and Automated Messages

[MarcelTerstappen]

Hello Everyone,

I am having trouble configuring OTRS to my needs therefore I would appreciate any help you could give me. All Tickets, when they come in, do not have an owner allocated to them. This makes setting a new owner impossible as you need to specify the old owner before being able to switch. All tickets should come into the RAW queue to make Tickets available to all agents. How would one go about configuring this?
Furthermore I would like to set up and Auto Response to the Customer when the Owner of the Ticket is being changed. He should get an Email along the lines of “Your problem is being handled by Support Agent X” I have searched for options to set this up however have not been able to pin point exactly where it needs to be set up.

Any help in these matter would be greatly appreciated.

Regards,

Marcel