Dear Mark, On 22.06.2011, at 16:09, Grzella, Mark wrote:
> due to some data security restrictions i would appreciate a possibility to > impersonalize tickets in one way or another. > Why I would like to do that would be another story which is not of relevance > here and would take too long to explain. Fact is, that I do need a way to get > rid of the option to analyze which agent has closed how much tickets in a > certain timeframe. > I thought about several options but all of them seem not to be possible with > OTRS due to the systems default setup. > > One option I thought about was to set the actual ticket owner simply to > “admin”, removing role and lock checks and being fine in the end. > Seemed to work well unless I noticed that OTRS automatically sets an owner > once you either close a ticket or set its priority. > > Another thought was to set up an generic agent which takes all already closed > tickets and resets their owner to admin. > Seemed also to work well unless I noticed that the initial closing entry is > still located in the history tab and there seems not to be any option to > erase the history without database injections or disabling the history > functionality completely. > > Anybody else a clue how such a scenario could be realized? Why not just delete tickets with the Generic Agent? Cheers, Nils -- Nils Leideck 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
