The default owner configured in the new queue configurations is Unassigned. The other option is to choose an individual user from the drop-down menu as the default owner for each category of ticket for each new queue. If a default owner is set in the queue configuration, as tickets are moved to the new queue, the owner will shift from that originally set in the ticket to the one configured in the new queue. In either case, the original ticket owner setting is not retained in the ticket.
The K1000 appliance is behaving as designed. When you move a ticket to different queue, the ticket's original settings, such as status, impact, priority, or category are overwritten by the settings in the queue to which it is being moved. The ticket change history stores the original values.
To set the default owner for categories in the new queues,
Go to Service Desk | Configuration | Queues | choose one of the new queues
Click on Customize Fields and Layout at the top of the page.
For each category, click on the pencil icon on the right side of the row, then choose the Default Owner from the drop-down menu. Click Save at the end of the row and at the bottom of the page.
