Diane Weir

I would like to have "Ticket Owner" be a standard field, not something we have to add as a custom field.

A ticket owner would be the Support rep who owns the ticket as it moves through escalation and fix. They are the point of contact with the requester and are responsible for monitoring the ticket lifecyle. 

Ticket owner is important because:

1. Requesters want to deal with one consistent person in the resolution of an issue

2. The ticket owner is the person who requests / passes along information between the requester and engineering (logs, patches, other debug info needed by escalation point...)

As it is today:

The assignee changes as a ticket moves through the escalation and fix process, and as such, the Support team has to go through the thread to figure out who initially took the ticket.

Updates to the ticket get lost because they are removed from the Support "ticket owner's" queue. Keeping tickets open on the dashboard is a workaround, but requires extra clicks -- and mistakenly closing from dashboard means you have to find the ticket all over again.