Patrick, Perhaps this SysConfig option, under Ticket -> Core::Ticket, is of use:
Ticket::EventModulePost###1-ForceOwnerResetOnMove: Ticket event module to reset and unlock the owner if ticket gets moved to another queue. gr, Frans > -----Original Message----- > From: [email protected] [mailto:[email protected]] On Behalf Of > [email protected] > Sent: vrijdag 13 november 2009 22:07 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Changing ownership on ticket move > > Alexander, > > Thanks so much for the quick reply. I checked that setting and we are > already using the "Dropdown" option for MoveType. > > Any other suggestions? > > Thanks, > > Pat > > > From: Alexander Halle <[email protected]> > > To: "User questions and discussions about OTRS." > <[email protected]> > > Date: 11/13/2009 11:02 AM > > Subject: Re: [otrs] Changing ownership on ticket move > > Sent by: [email protected] > > > > > > > [email protected] wrote : > [...] > > Our problem is that when the original ticket (owner/responsible are > both > > set to r...@localhost) is moved to another queue, the > owner/responsible > > fields are set to the name of the person who moved the ticket. We > would > > like for the owner/responsible fields to remain the default value > > (r...@localhost) until a technician grabs the ticket and makes > him/herself > > the owner. > [...] > > Hello Patrick, > > this is most likely due to Ticket::Frontend::MoveType being set to "New > Window". This causes an autolock on the agent when moving, followed by > an autounlock due to Ticket::EventModulePost###99-ForceUnlockOnMove. > > To fix this you can set Ticket::Frontend::MoveType to "Dropdown", but > you will then loose some options like adding a note when moving. > > Regards > > Alexander > > -- > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > Bergstr. 7 - 9, 42105 Wuppertal, > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. > Renate Tewaag > Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE > 814559152 > Web: http://www.radprax.de > > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
