Postmaster-Filter, remove owner when he is a Agent automatically

[afischi]

Infos:

• Used Zammad version: 5.1.x
• Used Zammad installation type: (package
• Operating system: Ubuntu 20.04
• Browser + version: Chrome 100.0.4896.127 (Offizieller Build) (64-Bit)

Expected behavior:

• When one of our Agents send a email to a specific email a ticket is created and the Agend is set as the owner of this ticket. This is the normal behaviour. as expected. But in in our case we would like that 5 users, which are also agents can send a ticket via email and only the group is assigned and not the owner.

What do i need to fill in the filter field so that the owner field remains empty. A - or just nothing is not working.

[awedor]

@afischi

When one of our Agents send a email to a specific email a ticket is created and the Agend is set as the owner of this ticket. This is the normal behaviour. as expected.

Actually this is not normal, if this is the case you must have configured it this way. The sender is set as the customer but the owner should normally be blank. So maybe you should look where the assignment of the owner takes place if you can make an exclusion there.