Hello, I believe in Agent::TicketViewCompose, you can add the new type to variable to Ticket::Frontend::AgentTicketCompose###StateType and set the default state to "new", and also change the RequiredLock option to No.
Still haven't tested, but it still may get the current agent as owner, but I believe if it gets not Lock it will get no owner either. Best Regards 2016-02-25 10:19 GMT-06:00 Stanford, Philip N. <p...@noc.ac.uk>: > Hi > > We’ve been discussing some changes in our help-desk workflow which we may > want to implement as part of a forthcoming move to OTRS 5, from 3.0 > > The normal OTRS behaviour for a ticket created from an incoming mail is > for it to remain ‘new’ and ‘unlocked’ until an agent replies to the > customer. At that stage, the ticket becomes ‘open’ and ‘locked’, and the > owner is changed to the current agent who has replied. > > > > For reasons that may possibly make sense for us, we’re wondering if > there’s any way to disable that default behaviour, so that tickets will > remain in a ‘new’, ‘unlocked’ state until specifically assigned an owner. > > Is this something that’s possible? I have had a search in SysConfig > options for 5.0 but can’t see anything that seemed relevant. > > > > Regards > > Phil > ------------------------------ > This message (and any attachments) is for the recipient only. NERC is > subject to the Freedom of Information Act 2000 and the contents of this > email and any reply you make may be disclosed by NERC unless it is exempt > from release under the Act. Any material supplied to NERC may be stored in > an electronic records management system. > ------------------------------ > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net
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