Assing New Owner Only on Submit

[pantered]

Hi,

I have this issue;
When a customer creates a ticket by email, the otrs system receives it and automatically the queue is set to unassigned and the owner is set to Admin.
At that point the only notification the customer has received is about the new ticket created.

When I (the Administrator of the help desk, as the person who assign the tickets), open the ticket to read the information and define what queue and owner it would have, when i click the "change queue" option, it automatically assign the ticket to me and sends a notification to the customer telling them that i am the new owner.
All this happen in a second, then i choose the new queue and the new owner, add a note and then click the submit button, and then a new notification goes to the customer saying about the new owner (again) and the new queue.

What i need is to stop this from happening. I want to open the created ticket, choose the new queue, the new owner, add the comment and after i click the submit button so the notifications can get to the customer in that order.

I hope i explained myself clearly...
Any help is welcome...
Thanks!

[jojo]

switch off the anoying notification (event) which spams the customer

[pantered]

jajaja jojo,

No men i can't do that!

Notifications are working just fine, the only issue i am facing is the one i explanained before.

I just need the notification of new owner to be sent only when i click the submit button not when i open the created ticket and click the change queue option...just that!

Thanks anyway!

[schulmann]

No men i can't do that!

Notifications are working just fine, the only issue i am facing is the one i explanained before.

I just need the notification of new owner to be sent only when i click the submit button not when i open the created ticket and click the change queue option...just that!

Typically, the customer doesn't want to know who is working on the ticket.
Why do you want to inform him anyway?

[jojo]

switch off the lock for Move (which I suggest not to do!)

[pantered]

Typically, the customer doesn't want to know who is working on the ticket.
Why do you want to inform him anyway?

In this company they believe very much in inform customers on how, who and when their tickes are worked.
So we just follow strict instructions. We can not do anything about it, just obey or fly!

If anyone knows how to fix this issue i presented, please reply, otherwise don't reply please.

Thanks!

[pantered]

Hi jojo,

switch off the lock for Move (which I suggest not to do!)

The problem with that option is that to change the queue first i have to change the owner. In the Owner window you dont have new queue option...

[jojo]

change it in the Config

[pantered]

change it in the Config

What do you mean exactly? to change something in the sys to be available to view the new queue in owner window?

[crythias]

In this company they believe very much in inform customers on how, who and when their tickes are worked.

When the human agent communicates with the customer, your problem is solved. Until then, the ticket isn't being worked. It's just changing hats.

[pantered]

In this company they believe very much in inform customers on how, who and when their tickes are worked.

When the human agent communicates with the customer, your problem is solved. Until then, the ticket isn't being worked. It's just changing hats.

So, in OTRS there is now way to do what i ask?
Is also impossible to add the Queues dropdown box into the Owner ZoomView window?
Is also impossible in OTRS to create a dynamic field with dropdown style and populate it with the defaul queues dropdown?

Thanks for your technical help!

[crythias]

So, in OTRS there is now way to do what i ask?

Yes, when the human agent replies to customer, he sets himself as owner and when he hits submit, he sends the notice to the customer. That's the only time within OTRS it makes sense to tell the customer: "Hey, I'm working on your ticket." But then again, this is not optimal because it's merely non-essential information (at time of ticket create, the automatic reply attached to queue takes care of any specific information needs, including providing a ticket number for the customer tracking purposes.)

It doesn't require a customer response, which is a bit off-putting to the customer ... somewhat. Hedge your bets on this, but as a customer, I'm like .. ok, you already sent me *one* automated message when I sent the ticket. ...

Is also impossible to add the Queues dropdown box into the Owner ZoomView window?

If SysConfig doesn't give you the option, then it's impossible to add it within OTRS.

You can add Owner to:
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketDecision'}->{'Owner'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketAddtlITSMField'}->{'Owner'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'Owner'} = '1';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Owner'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Owner'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Owner'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Owner'} = '1';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Owner'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Owner'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Owner'} = '0';

You can add 'Queue' to:
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Queue'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Queue'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Queue'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Queue'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Queue'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Queue'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Queue'} = '0';

Yes, you can add Queue to Owner.

Is also impossible in OTRS to create a dynamic field with dropdown style and populate it with the defaul queues dropdown?

Not impossible, but it is not a good idea to do this. You already have a dropdown box that displays and can be populated with default queues. It's called the Queues/Dest field.

[pantered]

Yes, when the human agent replies to customer, he sets himself as owner and when he hits submit, he sends the notice to the customer.

That is precisely what its not happening. Without replying to the customer, jus clicking the change queue option in the ticket window is enough for the system to set me as the owner and send the notification to the customer about the new owner assigment without letting me make the selections and hit the Submit button.

If SysConfig doesn't give you the option, then it's impossible to add it within OTRS.
You can add Owner to:
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketDecision'}->{'Owner'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketAddtlITSMField'}->{'Owner'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketBulk'}->{'Owner'} = '1';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Owner'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Owner'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Owner'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Owner'} = '1';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Owner'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Owner'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Owner'} = '0';

You can add 'Queue' to:
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Queue'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Queue'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Queue'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Queue'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Queue'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Queue'} = '0';
ZZZAAuto.pm:$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Queue'} = '0';

I dont have an idea where to do this...

Thanks for your info.

[crythias]

That is precisely what its not happening. Without replying to the customer, jus clicking the change queue option in the ticket window is enough for the system to set me as the owner and send the notification to the customer about the new owner assigment without letting me make the selections and hit the Submit button.

Then ddt...

I dont have an idea where to do this...

Try sysconfig ...
Ticket::Frontend::AgentTicketOwner
click a check box for Queue

[crythias]

The fact that *you* make a change means that *you* lock the ticket to you as a prevention of other agents from making changes at the same time.

[pantered]

Try sysconfig ...
Ticket::Frontend::AgentTicketOwner
click a check box for Queue

I am out of work wright now, i'll check tomorrow but i am pretty sure that it is not a check box option...i let you know.

The fact that *you* make a change means that *you* lock the ticket to you as a prevention of other agents from making changes at the same time.

Sure, i understand that. The thing is that when i open the created ticket by customer i have to assing a queue and owner, there is where once i click on queue, it auto assing the ticket to me without letting me choose the correct owner and queue.
I'll keep working on this tomorrow.

Thanks for your help my friend!

[crythias]

Please edit your signature (see mine) so I don't have to guess and ask what version OTRS.

[pantered]

Please edit your signature (see mine) so I don't have to guess and ask what version OTRS.

3.1.3 is my version of OTRS

I checked what you told me but like i said, its not a check box that you enable.
I was trying to find a way to configure a dropdown dynamic field to have the same key and value of the default Queue dropdown but no sucess. There are no info on how to do this.
I don't know what else to do.

[crythias]

Upgrade.

[jojo]

this feature is available in 3n3.x

Why the heck are you running an old and unsecure version?

[pantered]

this feature is available in 3n3.x

Why the heck are you running an old and unsecure version?

We use the system only internal.
You can not access the system by external url
But you guys are correct, i will upgrade and see how it works.

Thanks!