Ticket Owner - Clarification

[dolfiz]

Hi experts,

just a fast clarification on Ticket Ownership: I've seen that a SysConfig parameter is used to set default owner on tickets created by email fetching (1 = Admin OTRS). This makes me believe that ticket ownership is always needed, am I wrong? I've also created a Transition Action on our process that sets to no-one the owner, but it does not work (SysLog says "Process: P5 Activity: A32 Transition: T60 TransitionAction: TA34 - No Owner or OwnerID configured!").

I thought that owner is meant as the agent that is currently working on a ticket and so it should be also no-one, if the ticket is waiting an agent to work on it. An example on our scenario is when a ticket is passed from the first to the second help-desk level: an Agent of the first level works on it and eventually forward to the second level. The first free agent of the second level sees the ticket and take ownership to work on it. Obviously the first level Agent does not know who of the second level will be free to work on it: he should simply forward at the second level, removing his ownership and then a second level agent will see it and he will start to work on it taking its ownership, and so on...

[crythias]

A ticket must have an owner. Actions against the ticket check owner for permissions, so usually the error message is saying that it doesn't know the owner context to apply the verb (run as who?) .

[dolfiz]

A ticket must have an owner.

This explains everything. I was missing a crucial point.

Thanks crythias