Force Agent to Assign Owner on Ticket Creation

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ahafner
OTRS newbie
Posts: 1
Joined: 29 Oct 2017, 20:11
OTRS Version?: 5.0.12
Real Name: Andrew Hafner
Company: NetegrityConsultants LLC

Force Agent to Assign Owner on Ticket Creation

Post by ahafner » 30 Oct 2017, 04:24

Is there a way to make the Owner Field in Ticket Creation a required field?

If an Agent leaves it blank, it is still assigned to that Agent but it sends a Ticket Create Notification to everyone in the Queue. If they choose themselves as Owner it won't send a Notification. I have attached 2 Screen Caps of the situation, one where the agent leaves the Owner Field blank, and one where it is assigned on creation.

This is not a big deal, just a minor inconvenience to get unneeded emails, as it sends notifications even when the ticket is created in a closed state.

Most Agents do not have this problem, but there are a few stubborn people who continue to leave it blank even after being asked not to.

The Owner is mandatory in Sysconfig already, any help is much appreciated.

Thanks!
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wurzel
OTRS guru
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Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: Force Agent to Assign Owner on Ticket Creation

Post by wurzel » 30 Oct 2017, 08:25

Hi,
ahafner wrote:Is there a way to make the Owner Field in Ticket Creation a required field?
AFAIK no.
ahafner wrote: (...)
This is not a big deal, just a minor inconvenience to get unneeded emails, as it sends notifications even when the ticket is created in a closed state.
Change your notification settings in Ticket Notifications or Agent Preferences.

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