Agent of tickets switched to „sysem“ Agent -> admin@domain.xx randomly

[Marek Soth]

Hello,

we have migrated from OTRS 6 to OTOBO, everything went smooth and is working correctly.

We experience one issue:

Agent takes a ticket owner, for example John Smith – john@domain.xx.

After some time, probably cca 1 hour, ticket owner changes to the „system“ Agent: root / root@domain.xx

Please see: https://prnt.sc/FlcXj_OiPd-P

There have been no action on the ticket it happens „randomly“.

Can anyone point is into right direction please what could be wrong?

Thank you.

Marek

[Stefan Abel]

Hello,

You probably unlock the tickets after some time automatically – either via a Generic Agent or via Settings in the Queue.

Whenever a ticket unlocks, there is a setting that resets the owner.

Check out one of the last settings in System Configuration in Core > Ticket.

Regards
Stefan

[Autor]

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