Hi. By way of background, we recently migrated from RT 3.8 to RT 4.4 (via a hideous, slow, kludgy, incomplete script based on the
rt command-line tool, since we had problems migrating the database directly). We implemented the AutoSetOwner scrip at https://rt-wiki.bestpractical.com/wiki/AutoSetOwner, to take effect “On Correspond”, so that a sysadmin automatically gets a ticket assigned to them when replying to the ticket.
That works fine when we reply via email. But when we reply to an unowned ticket via the “Reply” web interface, the “Owner:” field in “Ticket and Transaction” at the top gets pre-populated with “Nobody”, and that takes effect after the scrip runs. So I reply to a new ticket, the reply goes out and triggers auto-assignment of the ticket to me, and then the ticket immediately gets reassigned to “Nobody” because that was in the “Owner:” field.
Obviously taking the ticket first, or manually setting the owner under “Ticket and Transaction”, or just deleting the “Nobody” value there, is a workaround, but I’m trying to minimize my colleague’s need to use the mouse and their likelihood of forgetting to do that and leaving tickets unowned (and perhaps resolved).
In 3.8, the corresponding ownership field was a drop-down, and appended " (unchanged)" to the username for the current owner of a ticket, in which case no change was applied. So it was possible to leave the “Nobody (unchanged)” (or “Ann Q. Sysadmin (unchanged)”) default value and not have it override a scrip that set the owner, but it was also possible to manually choose “Nobody” from the drop-down and make a ticket unowned if you wanted to.
Is there an elegant way to accomplish something similar in RT 4? It seems like it would be most useful for that field to default to blank if the current owner is Nobody. (Or maybe always, and the user can set it if they want to make a change.)
Possibly related: The “Owner:” field seems to autocomplete regardless of the value of the “Use autocomplete to find owners?” preference. (Maybe the 4.4 drop-down interface still supports " (unchanged)" as the old one did.)