Set Agent as an Owner after reply

Technical assistance
1

Infos:

  • Used Zammad version: last
  • Used Zammad installation type: (source, package, docker-compose, …) pkg
  • Operating system: debian 10
  • Browser + version: FF

When an Agent reply to a ticket, I would like set as Owner this Agent.
To do that I made a trigger.

Screenshot 2021-12-18 at 10-17-57
Screenshot 2021-12-18 at 10-17-571012×778 27.7 KB

Thanks to this trigger, the Owner is the Agent who replied to the ticket the first.

But because this Trigger, “Updated by” is the system, display by “-”

Is it the good way to Own a ticket?

2

You could create a macro for your agents that allows them to update the owner accordingly if they want it.
Agent perspective can be found in our documentation:

Other option would be automatic assignment during opening the ticket without any owner:
https://admin-docs.zammad.org/en/latest/settings/ticket.html#auto-assignment

If above is not good enough I’m afraid that you’d have to live with updated by being filled with the system user (which is technically correct due to the trigger running).

3

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