I agree about that goal. However, at least in my organization, there are a few users who hesitate to use the support system at all - they just email agents directly. Then, as you well know, it is impossible for anyone else in the team to participate in the support.
I thought this might be a way to encourage those users to do (from my perspective) the right thing. Hugh On 10/15/10, Michiel Beijen <[email protected]> wrote: > Actually, there was a design reason behind it; it's that we think it's > bad practice to assign tickets to a named user; you should rather > assign it to a single group. > > That said, there probably can be use cases for not having this restriction. > > Michiel Beijen > Senior Consultant > > OTRS BV > Schipholweg 103 > 2316 XC Leiden > The Netherlands > > T: +31 71 8200 255 > F: +31 71 8200 254 > I: http://www.otrs.com > > True Ownership and Control of Your Data: Free 30-day Trial for OTRS > OnDemand: http://www.otrsondemand.com/ > > > > On Fri, Oct 15, 2010 at 2:55 AM, Hugh Kelley <[email protected]> wrote: >> So far that seems like the best approach. I'll perform a ticket search >> for >> all tickets owned by 1 and with a (human) agent-created article. >> >> The last agent to contribute will probably become the lucky owner. >> >> It seems that the ACL and Generic Agents can't search/filter by owner ID. >> Out of curiosity, is there some design reason behind that? >> >> Hugh >> >> >> On Mon, Oct 4, 2010 at 8:13 AM, Nils Leideck - ITSM >> <[email protected]> wrote: >>> >>> Hi, >>> >>> Unfortunately this can’t be searched by OTRS directly. >>> >>> You could write a simple SOAP script for that, which you could then >>> execute by Cron or the GenericAgent. >>> The SOAP script can also assign a new user if wanted. >>> >>> The logic is then up to you or actually up to the script writer ;-) >>> >>> >>> On 04.10.2010, at 23:02, Hugh Kelley wrote: >>> >>> > That's an interesting idea. Unfortunately, I'm not sure the postmaster >>> > can determine programatically who the owner should be. >>> > >>> > Is there any way to edit the "before closing" validation so that I >>> > could check there >>> > >>> > (owner ID != 1)? >>> > >>> > Hugh >>> > >>> > On 10/2/10, Nils Leideck - ITSM <[email protected]> wrote: >>> >> Hi, >>> >> >>> >> You could use the GenericAgent to change the owner. >>> >> >>> >> On 02.10.2010, at 02:19, Hugh Kelley wrote: >>> >> >>> >>> We have a relatively "open" permission model for our tickets. Most >>> >>> agents >>> >>> can add notes or replies without owning the ticket. As a result, >>> >>> some >>> >>> tickets go all the way to resolution without having the ID changed. >>> >>> >>> >>> This means that some get closed with the root user (#1) as the owner. >>> >>> Is >>> >>> there a way to force this ID to be changed to a "valid" user within >>> >>> the >>> >>> UI? >>> >> >>> >> Freundliche Grüße / Kind regards >>> >> >>> >> Nils Leideck >>> >> >>> >> -- >>> >> Nils Leideck >>> >> Senior Consultant >>> >> >>> >> [email protected] >>> >> [email protected] >>> >> >>> >> http://webint.cryptonode.de / a Fractal project >>> >> >>> >> >>> >> >>> >> >>> > --------------------------------------------------------------------- >>> > OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> > Archive: http://lists.otrs.org/pipermail/otrs >>> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >>> Freundliche Grüße / Kind regards >>> >>> Nils Leideck >>> >>> -- >>> Nils Leideck >>> Senior Consultant >>> >>> [email protected] >>> [email protected] >>> >>> http://webint.cryptonode.de / a Fractal project >>> >>> >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
