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Administrator Interface

This package has no administrator interface.

Configuration

This package provides the responsible feature for queues and handles the TicketQueueUpdate and TicketCreate events to set the responsible based on the name of the queue.

To activate the queue responsible feature:

1. Go to the System Configuration screen.
2. Make sure that Ticket::Responsible setting is enabled in order to be able to check it on Ticket Zoom screen.
3. Select OTRSQueueResponsible in the Navigation widget.
4. Navigate to Core → Ticket → OTRSQueueResponsible in the navigation tree.
5. Set values for Ticket::QueueResponsible setting. Key is the queue name as stored in database (e.g. Junk, Misc or Raw) and content is the login name of the user to be defined as responsible.
6. Modify Ticket::QueueResponsibleOnNewTicket setting if needed. If the value is set to Yes then also the responsible of new tickets is set per queue and the new tickets are processed like the change of queue event.