Avoid auto owner assignment

[drodralv]

Hello!

In our company we use differente queues(different teams dealing with different type of requests).

Sometimes, some supervisor or people responsible is entering into the ticket and updating some details, using "Classify" option.

For that reason, that person is updated as Owner and we would like to avoid that.

The reason is that our staff is controlling availability of the tickets checking whether the Owner is empty or not, moreover, I think that the "locked" tickets are not visible in the Queue view.

Do you have any tip for that control of new tickets?

We use OTRS internally within the company, the ticket owner´s name is not so important.

Is there any way to avoi that a person will be auto assigned as owner? and maybe wait until that person will set himself to Owner?

Thank you in advance. I would be happy to clarify any missunderstanding.

Regards,

David

[wurzel]

Hi,

disable required lock for the action in sysconfig

Flo

[drodralv]

Hi Flo,

That is one solution i though about, that people performing actions to a ticket, will unlock manually the ticket once they will want to make it available for the team.

The option you said sounds great.

Thank you a lot Flo!