Can you please explain the intended usage of tickets.user_id. At first I though its an ‘assigned_to’ user, but then I see in the code that it is set to current_user in most actions of the controller and not only in ‘take’ as I would expect.

vitaly: user_id is intended to be the creator of the ticket, while owner_id is the user who “takes” the ticket, possibly indicating that she is working on it. I should audit the actual implementation, though.