Make last agent responding owner

Moderator: crythias

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Laurens
Znuny newbie
Posts: 22
Joined: 26 Apr 2016, 08:23
Znuny Version: 5.0.4
Real Name: Laurens Van Acker
Company: Myriade N.V.

Make last agent responding owner

Post by Laurens »

Hi

We end up with a lot of tickets with admin as owner. Is there a way to make the last person responding on a ticket (by mail or in OTRS) owner automatically?
fcasal
Znuny wizard
Posts: 336
Joined: 21 Apr 2014, 16:14
Znuny Version: 6.0.18

Re: Make last agent responding owner

Post by fcasal »

What about this?

Ticket::EventModulePost###3000-ResponsibleAutoSet

Automatically sets the responsible of a ticket (if it is not set yet) after the first owner update.
Laurens
Znuny newbie
Posts: 22
Joined: 26 Apr 2016, 08:23
Znuny Version: 5.0.4
Real Name: Laurens Van Acker
Company: Myriade N.V.

Re: Make last agent responding owner

Post by Laurens »

Hi

Thanks, but that was already set:
2018-06-12 15_38_16-Inbox - Laurens Van Acker - Myriade NV - Outlook.png
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Laurens
Znuny newbie
Posts: 22
Joined: 26 Apr 2016, 08:23
Znuny Version: 5.0.4
Real Name: Laurens Van Acker
Company: Myriade N.V.

Re: Make last agent responding owner

Post by Laurens »

Or am I missing something?

So what we would like to do:

Ticket owner is admin. User X answers to the customer => user X becomes owner automatically.
fcasal
Znuny wizard
Posts: 336
Joined: 21 Apr 2014, 16:14
Znuny Version: 6.0.18

Re: Make last agent responding owner

Post by fcasal »

Then what you need is ticket::ResponsibleAutoSet

Automatically sets the owner of a ticket as the responsible for it (if ticket responsible feature is enabled). This will only work by manually actions of the logged in user. It does not work for automated actions e.g. GenericAgent, Postmaster and GenericInterface.
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