Hi,
I’m having trouble understanding the following.
When a new ticket comes in and I assign an owner (e.g., myself), I always have to update the ticket manually so that the signatures include the correct owner’s name when replying— “Best regards,
#{ticket.owner.firstname}”. I’d like to be able to click “Reply” directly without having to manually update the ticket first.
I tried using triggers.
When the owner changes, I set the ticket status to “Open,” but that apparently isn’t enough to update the owner as well.
Do you have any other ideas for me?
Björn