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Akeeba Ticket System

#34601 Re-assign ticket owner on existing ticket

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support@shorecrest.org

Hello,

In our deployment scenario, we have a voicemail box for our helpdesk. It is configured to forward a voicemail as an email attachment to the mailbox that we are using "mailfetch" to generate tickets. 

Currently, a case manager would have to manually re-create the ticket after listening to the message, and set the owner to the appropriate registered user, then close the original ticket from the voicemail box. 

I know that a case manager can create a new ticket and assign an owner at this point. Is there a method to re-assign a ticket owner after a ticket is created? Is this a feature that has been considered in the past?

 

Thanks in advance for the support and great products!

EJ

tampe125
Akeeba Staff

Hello,

I'm sorry but that's not possible. Changing the ownership is a big problem for permissions, notifications etc etc

The only option you have is the one you are currently using (close and recreate using the feature "on user behalf")

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

support@shorecrest.org

Davide,

 

Thanks for responding so quickly. I understand the reasoning.

I will close the case.

 

EJ

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