[otrs] owner automatically set if empty answer used

[Martignier, Philippe]

Hi there,

I would like that OTRS sets the owner automatically when an answer (empty 
answer or phone call) is done WITHOUT locking the ticket. (I put the options of 
locking and changing owner to "no" as we don't use the lock function)

Is there a way to do this?

I was sure that it was the case and my agents just prove me the opposite thing 
:)

The problem was found because of notifications for follow-up not coming (when a 
customer gives a reply there was no notification because it is send to the 
owner of the ticket ... and in this case it was the root system the owner ...)

MANY thanks

bye


Philippe Martignier

Communications Division

Customer Service Section

Email : philippe.martign...@wipo.int<mailto:philippe.martign...@wipo.int>

Phone : 00 41 022 338 72 36

Building : GB II

Office : 0,3


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