bulk action: tickets reopen on close with wrong owner

[sms]

(in case someone runs into the same problem)

We had a strange problem with bulk actions:

Agents trying to close a couple of tickets via bulk action had their tickets automatically reopened and assigned and locked to another user

Problem was: we created a new agent which for some reason was supposed to show up at the top of the selection. Easy enough - just prepend the name with a space and it always appeares at the top of the alphabetically sorted list.

Unfortunately this had an unexpected side effect: in selections that default to "-" as in "do not change" the system now selected our new account as top of the selection (and "-" as second) and consequently changed the owner of all tickets in bulk actions to this account. Also, the ticket got locked and changed to "open" as the change of owner occured after the close which was initially intended.

The solution/workaround is obvious - rename the agent to something that starts with a character that has a higher ascii value than "-".