I've solved the problem.
1. in /opt/otrs-css/Kernel/System/PostMaster/NewTicket.pm, ~Line 158ff:
# create new ticket
# stk 050808 Add ResponsibleID, OwnerID via new Headers X-OTRS-*ID
my $NewTn = $Self->{TicketObject}->TicketCreateNumber();
my $TicketID = $Self->{TicketObject}->TicketCreate(
TN => $NewTn,
Title => $GetParam{Subject},
QueueID => $QueueID,
Lock => $GetParam{'X-OTRS-Lock'} || 'unlock',
Priority => $Priority,
State => $State,
Type => $GetParam{'X-OTRS-Type'} || '',
Service => $GetParam{'X-OTRS-Service'} || '',
SLA => $GetParam{'X-OTRS-SLA'} || '',
CustomerID => $GetParam{'X-OTRS-CustomerNo'},
CustomerUser => $GetParam{'X-OTRS-CustomerUser'},
OwnerID => $GetParam{'X-OTRS-OwnerID'} || $Param{InmailUserID},
UserID => $Param{InmailUserID},
ResponsibleID => $GetParam{'X-OTRS-ResponsibleID'} || '',
);
2. in Admin::SysConfig::Ticket -> Core::Postmaster::PostmasterX-Header:
add statuses X-OTRS-ResponsibleID und X-OTRS-OwnerID
3. in Admin::PostmasterFilter:
add filters.
to set a responsible person for all tickets:
hit:
To -> .* (always hits)
set:
X-OTRS-ResponsibleID: ID of system-user from DB
To set a Ticket-Owner automagically:
hit:
To -> [EMAIL PROTECTED]
set:
X-OTRS-OwnerID: ID of system-user from DB
X-OTRS-Lock: lock
Gruß
Stefan Knott
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-----Ursprüngliche Nachricht-----
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Stefan Knott
Gesendet: Dienstag, 5. August 2008 07:29
An: User questions and discussions about OTRS.org
Betreff: Re: [otrs] Changing State/Notify/Pending without beingtheticketowner
Hi again,
can somebody point me in the right direction to solve this problem?
Thanks in advance,
Stefan
-----Ursprüngliche Nachricht-----
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Stefan Knott
Gesendet: Donnerstag, 31. Juli 2008 16:59
An: User questions and discussions about OTRS.org
Betreff: Re: [otrs] Changing State/Notify/Pending without being theticketowner
Hi Jesús,
thanks for your fast reply! Your suggestion sounds sensible.
However, i also fail to discern how to automatically set the owner on a new
ticket?
Gruß
Stefan Knott
-----Ursprüngliche Nachricht-----
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Jesús M. Navarro
Gesendet: Donnerstag, 31. Juli 2008 16:54
An: User questions and discussions about OTRS.org
Betreff: Re: [otrs] Changing State/Notify/Pending without being the ticketowner
Hi, Stefan:
El Jueves, 31 de Julio de 2008 16:29, Stefan Knott escribió:
> Our Scenario envisions one Person responsible for all tickets, who is
> delegating each ticket actively to multiple employees. The Workflow
> needs this Person to be able to change ticket state, notifications,
> etc. without being the owner of the ticket anymore, but i can't seem
> to find such a setting in SysConfig.
>
> I half-solved the problem by activating the Responsibility-Module and
> it sort of works - with setting the delegating person as responsible
> in each and every ticket, but i can't find a way to automagically set
> this person as responsible (like, for example, a X-OTRS-Responsible
> flag in Postmaster
> Filter?)
I think you understood it backwards: since your "responsible" is the ultimate
"holder" of the ticket status, is he the one that should be the ticket owner
while those working on the ticket are "responsible" for its inner working.
So try this: make your "responsible person" to be the owner of all tickets and
let him set the technician who will be in fact working on the ticket as
responsible.
--
Jesús M. Navarro
Jefe de Sistemas y Soporte
Ándago Ingeniería - www.andago.com
Teléfono: +34 916 011 373 (ext. 29)
Móvil: +34 666 431 088
e-mail: [EMAIL PROTECTED]
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