Chapter 9. Ticket responsibility and ticket watching

Table of Contents

Ticket responsibility
Ticket watching

From OTRS 2.1 on it is possible to define a person responsible for a ticket additionally to the ticket owner. Moreover all activities connected with the ticket can be watched. These two functionalities are implemented with the TicketResponsible and TicketWatcher features and facilitate the assignment of tasks and working within hierarchic team structures.

Ticket responsibility

The ticket responsible feature facilitates the complete processing of a ticket by an agent other then the ticket owner. Thus an agent who has locked a ticket can pass it on to another agent who is not the ticket owner in order for the second to respond to a customer request. After the request has been dealt with, the first agent can withdraw the ticket responsibility from the second agent.

With the configuration parameter Ticket::Responsible the ticket responsible feature can be activated.

Ticket responsibility can be assigned by calling up the ticket content and activating the "responsible" switch in the ticket activities menu.

The ticket responsible template can also be used to send a message to the new agent responsible.

The list of all tickets for which an agent is responsible can be accessed via the "responsible" notification , which is shown in the upper part of the OTRS user interface as soon as the ticket responsible feature is activated.