Owner is assigned clicking Queue by mistake

drodralv · Post by **drodralv** » 23 Apr 2020, 09:38

Hi!

Whenever an agent is clicking "Queue", OTRS is understanding that the Queue will be udpated even if you then click undo and close (so ticket will remain unlocked). So the way of resetting that Owner (as i know) will be moving two times the queue, to one queue you have rights to move it back again to the first queue where the ticket should stay.

Is any way to avoid applying ticket changes if you dont actually move the queue and undo that action?

Thank you

Post by **crythias** » 26 Apr 2020, 23:34

You might turn RequiredLock
Edit Config Settings in Ticket → Frontend::Agent::Ticket::ViewMove
Ticket::Frontend::AgentTicketMove###RequiredLock
Set to No

drodralv · Post by **drodralv** » 27 Apr 2020, 09:35

Great! thank you

It´s working now

wurzel · Post by **wurzel** » 27 Apr 2020, 10:05

Hi,

... now anyone can just move the queue without being owner.

the simple solutions are sometimes not the best ones...

Florian

Post by **root** » 27 Apr 2020, 10:08

wurzel wrote: ↑27 Apr 2020, 10:05 ... now anyone can just move the queue without being owner.

Hi,

What can be prevented by a proper permission model.

- Roy

Znuny Open Source Ticketsystem

Owner is assigned clicking Queue by mistake

Owner is assigned clicking Queue by mistake

Re: Owner is assigned clicking Queue by mistake

Re: Owner is assigned clicking Queue by mistake

Re: Owner is assigned clicking Queue by mistake

Re: Owner is assigned clicking Queue by mistake