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    • #13508
      Marek Soth
      Teilnehmer

        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

      • #13584
        Stefan Abel
        Moderator

          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

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