Make last agent responding owner

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Laurens
OTRS newbie
Posts: 21
Joined: 26 Apr 2016, 08:23
OTRS Version?: 5.0.4
Real Name: Laurens Van Acker
Company: Myriade N.V.

Make last agent responding owner

Post by Laurens » 31 May 2018, 11:34

Hi

We end up with a lot of tickets with admin as owner. Is there a way to make the last person responding on a ticket (by mail or in OTRS) owner automatically?

fcasal
OTRS wizard
Posts: 166
Joined: 21 Apr 2014, 16:14
OTRS Version?: 6.0.10

Re: Make last agent responding owner

Post by fcasal » 31 May 2018, 17:58

What about this?

Ticket::EventModulePost###3000-ResponsibleAutoSet

Automatically sets the responsible of a ticket (if it is not set yet) after the first owner update.

Laurens
OTRS newbie
Posts: 21
Joined: 26 Apr 2016, 08:23
OTRS Version?: 5.0.4
Real Name: Laurens Van Acker
Company: Myriade N.V.

Re: Make last agent responding owner

Post by Laurens » 12 Jun 2018, 15:38

Hi

Thanks, but that was already set:
2018-06-12 15_38_16-Inbox - Laurens Van Acker - Myriade NV - Outlook.png
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Laurens
OTRS newbie
Posts: 21
Joined: 26 Apr 2016, 08:23
OTRS Version?: 5.0.4
Real Name: Laurens Van Acker
Company: Myriade N.V.

Re: Make last agent responding owner

Post by Laurens » 18 Jun 2018, 16:35

Or am I missing something?

So what we would like to do:

Ticket owner is admin. User X answers to the customer => user X becomes owner automatically.

fcasal
OTRS wizard
Posts: 166
Joined: 21 Apr 2014, 16:14
OTRS Version?: 6.0.10

Re: Make last agent responding owner

Post by fcasal » 18 Jun 2018, 19:33

Then what you need is ticket::ResponsibleAutoSet

Automatically sets the owner of a ticket as the responsible for it (if ticket responsible feature is enabled). This will only work by manually actions of the logged in user. It does not work for automated actions e.g. GenericAgent, Postmaster and GenericInterface.

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