[Solved] Re-assign ticket without having ownership

dsekelybrs · Post by **dsekelybrs** » 11 Feb 2019, 17:41

I am wondering if it is possible to give a few users the ability to change the owner of a ticket without having to go through the process of changing the ownership to themselves and then assign it to the required agent.

Post by **crythias** » 13 Feb 2019, 01:00

Yes, most agents have this ability by default ... just go to People, Owner.

dsekelybrs · Post by **dsekelybrs** » 13 Feb 2019, 16:11

That should have been move queues without having to take ownership. Some of our managers are wanting to be able to move tickets to different queues without having to take ownership, move the queue and then assign the ticket to the agent that will work on it.

dsekelybrs · Post by **dsekelybrs** » 13 Feb 2019, 22:28

I was able to figure out how to use GenericAgent to accomplish what I needed.

Search for ticket by number and then change assignments that I needed in the Generic Agent definitions. Manually run the generic agent after making config changes

Znuny and ((OTRS)) Community Edition

[Solved] Re-assign ticket without having ownership

[Solved] Re-assign ticket without having ownership

Re: Re-assign ticket without having ownership

Re: Re-assign ticket without having ownership

[Solved] Re: Re-assign ticket without having ownership