[Solved] Owners, Notifications & Different Fields

[BreadMurderer]

Hello everyone!

I'm currently setting up OTRS (slowly getting my head around it) for the company I work for (120+ users with a team of 4 IT staff) to replace our current ticket reporting system. Everything is going fine so far bar a few issues that hopefully you can help me with, they are listed below:

1. Currently our policy is that you can assign a priority to a call without actually taking ownership of it, this allows the call to be picked up by another member of staff. Is there a way I can implement this as currently when I assign a priority the owner is now me?

2. It doesn't look like the notification of the owner change is working, what do I need to check? The New Ticket notification is working and one I created manually for closed tickets.

3. I'm looking to implement different queues that are more than simply just a name change, they require different inputs of customer information. For example when a new employee is to join the company the responsible manager raises an Employment Check list, this requires different fields to the standard support ticket. Is this possible to do within OTRS (rather than setting up a while new setup to accommodate this)?

If I need to explain more please let me know.

Much appreciated.

Dan

[BreadMurderer]

No ideas from anyone?

The second point I have kind of cleared up by adding my own notification event but I noticed now that sometimes it will trigger the standard owner change notification too. Any ideas why that would be? Does it need an owner in the first place to trigger this notification?

[crythias]

assign a priority to a call without actually taking ownership of it

Ticket::Frontend::AgentTicketPriority###RequiredLock

Default value: Yes
Defines if a ticket lock is required in the ticket priority screen of a zoomed ticket in the agent interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).

notification of the owner change is working, what do I need to check

System log, Preferences for the recipient

this requires different fields to the standard support ticket

http://forums.otrs.org/viewtopic.php?f=60&t=8032

[BreadMurderer]

Thank you crythias you are a God.