Chnage Ticket Queue When ticket is closed successfully .

[abhijitsarangi]

Dear All,

My Default queue is "Common Queue". All the tickets raised by the customer come to the " Common Queue" and the default owner of the ticket is otrs admin. From that queue I move the tickets to some other queue where different agents provides resolutions to the customer queries depending on the access rights to that queue.

As per default OTRS feature , when one agent Locks the ticket he/she became the owner of that ticket. That ownership persist , even after the agent closes the ticket successfully.

I want to achieve the functionality , where once the ticket status is "closed successful" that ticket should unlock , ownership should transfer to OTRS admin and the ticket queue should become the default " Common Queue".


Is there any way to achieve this or I asking too much????

All the efforts are appreciated.

Thanks and regards.

[ferrosti]

Seems like a task for GenericAgent. Have a look at it

[shostakovich]

a) Easy with GenericAgent, but depending on cron schedule
b) you write an own event module which runs directly after [TicketStateChange]->closed