@Mihai you said: >But Now I have the following issue. The ticket gets locked only to me who I sent the reply Which is what you wanted to happen: >how can you automatically assign an owner to the ticket to the first agent that responses to an email ticket.
>and even though I set on that queue the *unlock timeout minutes* = 5, nothing happens after the time has passed. This seems like a new/different topic. Check your cronjobs. On Thu, Jun 20, 2013 at 7:07 PM, Mihai Oprea <mihai.op...@sphs.ro> wrote: > ** ** > > ** ** > > *----* > > Thank you Gerald,**** > > ** ** > > I have modified that option from No (as I modified) to Yes. But Now I have > the following issue. The ticket gets locked only to me who I sent the > reply, and even though I set on that queue the *unlock timeout minutes* = > 5, nothing happens after the time has passed.**** > > I am thinking about a cron job that I have to set-uo or some settings > somewhere. Can you give me some advice.**** > > ** ** > > Have a great day!**** > > * * > > Best regards,**** > > *Mihai Oprea* > > *mihai.op...@sphs.ro***** > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* 19 iunie 2013 15:02 > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Automatically assign owner on first response**** > > ** ** > > @Mihai: **** > Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewCompose*** > * > [X] Ticket::Frontend::AgentTicketCompose###RequiredLock**** > > ** ** > > On Wed, Jun 19, 2013 at 5:12 AM, Mihai Oprea <mihai.op...@sphs.ro> wrote:* > *** > > Hello again an thank you for your input.**** > > Can you please tell me where do I exactly re-enable this option because > I’ve tried to search upon “reply” or “lock” in sysconfig and couldn’t find > anything until now. **** > > **** > > Have a good day!**** > > **** > > *----***** > > *Mihai Oprea***** > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* 14 iunie 2013 18:45**** > > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Automatically assign owner on first response**** > > **** > > This may happen if you've disabled locking tickets on reply.**** > > **** > > On Fri, Jun 14, 2013 at 11:00 AM, Mihai Oprea <mihai.op...@sphs.ro> wrote: > **** > > Thank you for your response, but on my ystem this doesn’t happen. When the > ticket is create it has an owner predefined (in my case Admin OTRS) and > after some agent responds to that specific ticket, the owner doesn’t change > and remain Admin OTRS.**** > > **** > > Thank you again!**** > > **** > > *----***** > > *Mihai Oprea***** > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* 14 iunie 2013 17:40 > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Automatically assign owner on first response**** > > **** > > Owner will only change on unlocked ticket and is automatically assigned > upon first to respond. **** > > One who is not an owner cannot use the reply feature.**** > > **** > > On Fri, Jun 14, 2013 at 10:36 AM, Mihai Oprea <mihai.op...@sphs.ro> wrote: > **** > > Hello,**** > > **** > > I have studied and test OTRS for the past 2 month, and I found that it can > do a lot of great things. **** > > But I cannot figure out how can you automatically assign an owner to the > ticket to the first agent that responses to an email ticket.**** > > Let me make it clear:**** > > - Someone send an email on OTRS’ address**** > > - A new ticket is created**** > > - An agent gives a response to that ticket and I want that when > he does this the owner to be automatically changed to the respective agent > that answered**** > > - Also if it changes the owner there should be a noted added to > that ticket, as it is done when you manually change owner.**** > > **** > > So please give me an advice on how can I do that or something similar if > you’ve already done this.**** > > **** > > Thank you and I hope I was clear enough.**** > > **** > > Have a good day!**** > > **** > > *----***** > > *Mihai Oprea***** > > *mihai.op...@sphs.ro***** > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs**** > > **** > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs**** > > **** > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs**** > > ** ** > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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