Thanks Kenn - I found out that the issue was with an overriding group permission that allowed members to own tickets
Setup Group A, B and C are permissions groups for queue A, B and C There is also an "overall" group that combines group a,b and c. This allows members of other queues to move/steal/take etc tickets between different queues, owning tickets wasn't necessary as the queue can be changed and then owned by a member of that queue. Group "overall" had "Own tickets" checked under "Rights for Staff" this allowed any member of Group "overall" who submitted a ticket and if they were the first person to add a correspondence they became the owner - unticking that and ticked "Own tickets" checked under "Rights for Staff" for the queues group - stopped this from happening. Will get your book. Regards > > > On Thu, Feb 18, 2016 at 4:44 PM, Kenneth Crocker <kenn.croc...@gmail.com> > wrote: > >> Jack, >> >> Turn off that scrip and replace it with one that has code in it to check >> the requestor against the correspondor (actor) and if they are the same do >> NOT set owner to requestor. Have an alternative action available. I have >> stuff like this in my eBook "Request Tracker for Beginners - A Topical >> Guide" on Amazon. It's inexpensive ($9.99). I've attached a TOC. If you get >> it and have questions, I'm happy to help. >> >> >> Kenn >> >> On Thu, Feb 18, 2016 at 3:02 AM, Jack Beanstallk <beansta...@gmail.com> >> wrote: >> >>> we use the scrip "On Correspond AutoSetOwner" - how can this >>> be adapted to avoid requester of the ticket from becoming the owner if they >>> first correspond to the ticket? >>> >>> Thanks >>> >>> --------- >>> RT 4.4 and RTIR Training Sessions ( >>> http://bestpractical.com/services/training.html) >>> * Hamburg Germany - March 14 & 15, 2016 >>> * Washington DC - May 23 & 24, 2016 >>> >> >> >
--------- RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany - March 14 & 15, 2016 * Washington DC - May 23 & 24, 2016
