No notification for phone-ticket with generic owner

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ugob
Znuny newbie
Posts: 52
Joined: 29 Jul 2011, 22:15
Znuny Version: 3.0

No notification for phone-ticket with generic owner

Post by ugob »

Hi,

Some of our agents must be able to create tickets through the agent interface, but for queues that they don't manage. When they create such a ticket (through phone ticket or ticket split), if they don't specify the owner, they automatically become the owner, which doesn't make sense. When they use the generic OTRS user (we renamed the original root@localhost), no notification is sent to any agents that manage this queue. Is it possible to configure OTRS so that a ticket is created by someone that will not be the owner or responsible of this ticket?

Should I file a bug?

Thanks,
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