How to choose a default specific owner for specific queue

[pantered]

Hi;

How to configure default specific owner for specific queue to be assigned from email request automatically?

Thanks!

[crythias]

There's no real reason to do this.
a) If there's one Agent for the queue, it doesn't matter until the Agent works on it.
b) If there's multiple agents for the queue, it's not "fair" to the others to never be able to lock their own tickets if Bob gets them all.
But if Bob is "dispatch", he'd be handling this "anyway".

[pantered]

Thanks for repplying

Let me explain my point.

I am the help desk admin. I assign all the tickets and choose the owner and responsible.

The mayority of the tickets are comming from ms-outlook.

I already configured some queues to be automatic but in some queues we have only one person assigned to it

There is where i need to be able to configure the automatic owner assignation.


Hope had explain my self clearly.

Thanks

[crythias]

I am the help desk admin. I assign all the tickets and choose the owner and responsible.

ok.

The mayority of the tickets are comming from ms-outlook.

don't quite understand how this is relevant

I already configured some queues to be automatic but in some queues we have only one person assigned to it
There is where i need to be able to configure the automatic owner assignation.

And I'm saying that "assigning ownership" is irrelevant. There's no purpose in assigning ownership for a one person queue, but if you are looking to do that *at the same time* as moving the ticket to the queue, change the move queue action from drop down to new window.

[pantered]

jajajaja OMG!

Is this a forum about TECHNICAL issues or about what is relevant or fair or not?

You should limit your opinion to the technical issues rather almost moral issues...its just a suggestion!

Thanks anyway!

[crythias]

You're right. Thanks for your suggestion.

Relevant is relevant. There's no reason to do what you ask so the technical answer is the same as the moral one. Plus, I gave you a technical workaround.

"Why is it irrelevant?"
Because who does it matter to?
The agent? The agent knows it's his ticket because it's in his queue, and he's the only one in it.
The customer? The customer doesn't care who the owner is until the agent contacts the customer. When the agent contacts the customer, the agent will automatically be assigned as the owner as he's using the reply function.
You? But you just put it in the queue where it's only going to be one agent. So if you don't know who the owner is because of the queue it's in, ok, I don't know what to say about that.
Reporting? But the ticket isn't being handled just because you assigned an owner. SLA, first response, etc. doesn't change because you assigned an owner. Nothing has happened to work on the ticket until the agent does something.
Notification to the agent? But the preferences for the agent's My Queues handle that.
The Boss? Fair enough, but all the above still applies.

"Who has this?" means exactly the same whether someone is assigned ownership or nobody has picked the ticket up. -- It does not solve the ticket until the ticket is actually worked on.

as for the "fair" aspect:
if 15 people are in the queue and Bob is automatically and always assigned the ticket, what's the point in being a member of the queue? Why are the others in this queue? If Bob is dispatch, this makes sense -- as he's making the decisions on who gets the ticket within the queue. BUT just as well, the ticket could be sitting in a Dispatch queue of which Bob is the only member and at that point, Bob doesn't need to be the owner to assign the ticket to another owner.

These aren't moral positions. They're logical. If you have a legitimate use case outside of this, present it. But it's not something stock OTRS provides for the above reasons.