Excelent. Unfortunately those are global settings. But I am glad it worked for you.
Best Regards. 2016-02-25 12:15 GMT-06:00 Stanford, Philip N. <p...@noc.ac.uk>: > Hi Alvaro, thanks for your reply, I hadn’t thought of looking in > ‘Ticket::Frontend::AgentTicketCompose’. > > I’ve done some initial tests, and your suggestions do seem to work – > that’s great! > > I can confirm that with the > ‘Ticket::Frontend::AgentTicketCompose###RequiredLock’ set to ‘No’, the > current agent isn’t set as owner. > > > > One slight side-effect is that modifying ‘AgentTicketCompose’ will affect > ALL replies, not just the initial ones for which we want to keep the state > as ‘New’ until an owner is set. > > I’ve therefore left > ‘Ticket::Frontend::AgentTicketCompose###StateDefault’ as ‘Open’ to > avoid tickets that are already open being inadvertently set back to ‘new’ > if an agent replies. > > For our initial replies where we want the state to stay ‘New’, we will > have to train agents to select the ‘New’ state explicitly in the email > ‘compose’ screen. > > > > We’re still trying to think through the optimal workflow for our usage, > but it’s great to know that OTRS is flexible enough to work this way if we > decide that’s best for us. > > Thanks again for your mail! > > Regards > > Phil > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf > Of *Alvaro Cordero > *Sent:* 25 February 2016 16:32 > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Is it possible to change OTRS's default behaviour > of locking a ticket when agent sends an email? > > > > 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 Retana Consultor de Tecnologias* > > *Tel: 22585757 ext 123* > > *Email:* alv...@gridshield.net > ------------------------------ > 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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