What different between Owner and Responsible

[ndhvu275]

Hello,

As I did some test. Owner and Responsible funtionalities maybe the same. A user is assigned to Owner or Responsible for a ticket, both cases he can do all actions for this ticket. So, I'm understanding
- Owner: just to know a ticket is create by who?
- Responsible: in charge by who?

Anyone can explain to me what else is different? Please help me

Thanks in adv,

Vu Nguyen

[jojo]

Owner is the one actually doing the work
Responsible: In charge for the process (like the service desk agent who was the first actor on the ticket or responsible person for the part of the process)

[crythias]

I've actually used this in reverse before - the owner being dispatch and the responsible for the one who is doing the work.

I don't really suppose it makes much difference, though it may be relevant for things that OTRS needs to handle via Generic Agent.