Auto assign and lock to an Agent

[iztok]

What I want to achieve, but got me puzzled is, if agent responds to customer email for the first time, otrs should set ticket owner to that agent and lock ticket to him. I tried this from below, but no success.

[iztok]

And I would also assume, I'd have to set filter for Ticket State = new; also Agent is recognised as Customer when he sends email.

[crythias]

There is no way that a new email from an agent will be identified as an agent. Agents will always be identified as customers because there is no security to differentiate an agent from a customer.

If you must do this, you'll have to do it based upon the From to match email addresses of agents (which can easily be spoofed).