You are correct. I made a mistake. I verified the following result on 2.x and 3.x. If Owner is "-", Owner is assigned to User, and ticket is open and unlocked. I thought I saw and verified something different.
Mitigation: Create an Open Ticket Owner and assign the ticket to him or root@localhost. (Open Ticket Owner should have the Queues in his My Queues) To do that automatically? It's possibly that changing the .dtl to include an input type="hidden" might work as a permanent fix. But, open tickets are open tickets. If Owner doesn't lock the ticket, it's still fair game. On Wed, Mar 9, 2011 at 6:24 AM, Thor Computer <[email protected]> wrote: > Am 09.03.2011 04:08, schrieb Gerald Young: > > When you create a ticket, if the Owner is -, which is default, it's the > root@localhost Owner, and not locked. > > > Hi, > > which Version of OTRS you are working on?! On different machines 2.2.7, > 2.4.9. 2.4.9, when you create a phone-ticket, the owner is always the agent > who created the ticket! Owner is "-". The ticket is open and unlocked! If > the tickets come by mail and were fetched over Postmaster.pl the owner is > root@localhost.. > > Greets > > Thorsten > > > > > What version OTRS and do you have a specific config that assigns an owner? > > On Tue, Mar 8, 2011 at 5:46 PM, Robert Poreba<[email protected]> > <[email protected]>wrote: > > > Hi All, > > > > When we create new Tickets, the Agent creating it becomes the Owner > automatically. > > Is there a way to disable this feature so the Ticket sits in the queue with > blank owner until somebody picks it up? > > > > I’ve checked google but no luck. > > > > -- > > Kind Regards, > > Robert > > --------------------------------------------------------------------- > 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 > > > --------------------------------------------------------------------- > 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 > > > > --------------------------------------------------------------------- > 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 >
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