New Phone & Email ticket owners

[CHFiredancer]

When we create a new phone or email ticket, it is only allowing one agent to be selected. Unfortunately it's me the admin. How can I set it up to allow agents to choose other agents as owners. Also, is it possible to remove this field entirely?

[crythias]

How can I set it up to allow agents to choose other agents as owners

They'll be able to choose agents that are members of the selected queue and may have that queue as "my queue" ... I can't remember if that last is necessary, but certainly membership of the selected queue.

Also, is it possible to remove this field entirely?

Not as such. Someone has to own the ticket, but if you don't want that, you could make all tickets owned by root@localhost or something.

[CHFiredancer]

Just so you know...you were wrong...

Ticket -> Frontend::Agent

Ticket::Frontend::NEwOwnerSelection can be set to no.

So Owners are not required.

[crythias]

OK, then. Tell me who the owner of the ticket will be if the field is removed.

[CHFiredancer]

Owner should be irrelevant, isn't that the purpose of have queues? We have a whole group of people that work in specific queues and our queues are first come first served. I understand the value of having ownership of a ticket, but what is the value of it being required? I'm more concerned with the tickets getting to the right group of people without adding unnecessary work or steps.

[crythias]

Owner should be irrelevant, isn't that the purpose of have queues?

No, the purpose of queues is to determine the [types of] agents that will handle a given category of task. The queue is for "what" thing is being accomplished and what group of people or person should be able to handle that thing.
But ownership isn't irrelevant. It determines/indicates who has control over a given ticket. If you think it's irrelevant in your environment, then you're correct, and you could possibly expend redundant resources handling a given issue. It may be irrelevant to sit in the queue pool of tickets, but it won't be irrelevant when/if your customer wants bidirectional communication on the ticket with the agent who is most likely to know what happened with it, even if you keep good notes.

Basically, if your organizational structure works better as a free-for-all and you handle "who's got this ticket?" outside of the ticketing system, go for it.

I'm more concerned with the tickets getting to the right group of people without adding unnecessary work or steps.

Then don't assign an owner and have them lock it. That's acceptable, too. Your first question, though,

How can I set it up to allow agents to choose other agents as owners.

indicated that you may have wanted the possibility of the unnecessary work or steps. You aren't required to choose one.

[TomKep]

Summary:
When I create a new phone or email ticket and didn't select owner, the owner is automaticaly set to people who create ticket.

Is it possible to automaticaly set the owner in this case to admin (root)? Similar as new ticket from customer e-mail (postmaster)?
I would like set this ticket to queue, not for person and not for me.

I know. I can rename Admin(root@localhost) to Unassigned and set, when I create new ticket but in this case, ticket is automatically locked to Admin (Unassigned) ?
I don't want locked ticket.

I was looking for this information for a long time but have not found answers.
Can you help me ?

[KlausNehrer]

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