How to reset or remove owner of a OTRS ticket?

Moderator: crythias

Post Reply
hkais
OTRS newbie
Posts: 34
Joined: 16 Apr 2016, 08:55
OTRS Version?: 5.0.26

How to reset or remove owner of a OTRS ticket?

Post by hkais » 10 Oct 2019, 11:38

I have seen this post on stackoverflow sadly no repsonse there and I have the same issue.

https://stackoverflow.com/q/58116104/3880225

Any ideas how to solve the issue?

root
Moderator
Posts: 1807
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: How to reset or remove owner of a OTRS ticket?

Post by root » 10 Oct 2019, 11:49

Hi,

Mandatory field, no chance.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out https://www.znuny.com/

hkais
OTRS newbie
Posts: 34
Joined: 16 Apr 2016, 08:55
OTRS Version?: 5.0.26

Re: How to reset or remove owner of a OTRS ticket?

Post by hkais » 10 Oct 2019, 12:50

Hi Roy,

how is the field handled, on receiving (status new) the ticket?
Here you do not have a owner.
So do not understand why this same status is not possible?

best wishes

root
Moderator
Posts: 1807
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: How to reset or remove owner of a OTRS ticket?

Post by root » 10 Oct 2019, 13:26

Hi,

With no given owner the owner with the UserID 1 is assigned. That's by design.
What you want to achieve the lock is for. A locked ticket should be handled by the owner and if it's unlocked it available to everyone in the queue (=team?).

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out https://www.znuny.com/

hkais
OTRS newbie
Posts: 34
Joined: 16 Apr 2016, 08:55
OTRS Version?: 5.0.26

Re: How to reset or remove owner of a OTRS ticket?

Post by hkais » 11 Oct 2019, 19:54

Hi Roy,

what I want to achieve is the same as with new tickets. Means to set the userID 1.
Unlocking does not help in this case

best wishes

zzz
OTRS superhero
Posts: 274
Joined: 15 Dec 2016, 15:13
OTRS Version?: 3.x - 6.0.x
Real Name: Emin
Company: Efflux GmbH
Contact:

Re: How to reset or remove owner of a OTRS ticket?

Post by zzz » 11 Oct 2019, 20:02

Hey,

The GenericAgent is what you're searching for. Just trigger on state update and change the owner. The docs should help.

Best regards
Emin
Professional OTRS services for development, consulting, hosting and support:
efflux.de – German | efflux.de/en/ – English

Free and premium OTRS add-ons (TextModule, AdBlocker, ModernSkin ... growing): portal.efflux.de

hkais
OTRS newbie
Posts: 34
Joined: 16 Apr 2016, 08:55
OTRS Version?: 5.0.26

Re: How to reset or remove owner of a OTRS ticket?

Post by hkais » 12 Oct 2019, 12:02

zzz wrote:
11 Oct 2019, 20:02
The GenericAgent is what you're searching for. Just trigger on state update and change the owner. The docs should help.
Hi Emin,
thank you for your reply. Can you please share me how to set the userID 1 in generic agent?
best wishes

crythias
Moderator
Posts: 10108
Joined: 04 May 2010, 18:38
OTRS Version?: 5.0.x
Location: SouthWest Florida, USA
Contact:

Re: How to reset or remove owner of a OTRS ticket?

Post by crythias » 13 Oct 2019, 22:38

A ticket is in a Queue.
The Queue is a member of a group.
The group consists of Agents (users) that are allowed to work on tickets in that Queue.
When the Ticket is locked, only the owner of the ticket (and Responsible and Watchers) will be able to get notifications of correspondence on this ticket.
When a ticket is New, it is not locked (unlocked) and everyone gets notifications of the ticket and can take ownership of the ticket.
At all times, an owner must be assigned to the ticket, and by default that owner is UserID 1 or Admin OTRS.

The ownership of the ticket doesn't matter as much to your question as the lock/unlock state of the ticket.

If the ticket is closed, it is simultaneously unlocked. The ownership doesn't change upon close/unlock (which is, typically, desirable because we want to know who had point on the ticket.) But, this now unlocked ticket can be grabbed/locked/taken ownership by any other member of the group of the queue of the ticket. Plus, being closed and especially Unlocked, followups to the ticket will be handled in the same manner as if the ticket were new: all members of the group of the queue of the ticket get notifications according to their personal preferences.

This means the next operation is handled by the full team (the ticket isn't muted to the team because it's not locked). But the first/next person to do a lockable action has point on the ticket and takes ownership of the ticket.

If you must reset the ticket's owner, then just set the Owner to Admin OTRS, but note that this typically locks the ticket to the newly set owner, which isn't necessarily what you want to achieve. That is because you've muted the ticket from the team while Admin OTRS has [locked] ownership of the ticket.

The default actions of closing a ticket do exactly what you want to happen--make the ticket unmuted for the team.
OTRS 5.0.x (private/testing/public) on Linux with MySQL database. Also on github.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask

Post Reply