Responsible

[spiderpig]

Hi guys,

I want to make the manager default responsible for one queue (every ticket) do you think that is possible ?
and do i understand responsible role right, responsible is more for managers to have overview and the agent is the worker ?

[spiderpig]

and the agent is the owner.

[earwax]

You could probably write an OTRS module to autoset this. Unfortunately this would require some research and looking at the OTRS docs and API

[micshi]

You can manage ticket responsible via the following two settings:

Ticket::ResponsibleAutoSet
Ticket::EventModulePost###140-ResponsibleAutoSet