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On Jul 02, 2011 @ 02:48 pm, [email protected] wrote: If a user had sent me a ticket-worthy request, I'd forward the email to the ticket email with my code word in the body. #customer [email protected] The postmaster filter gets it then the ticket gets created and assigned to the customer. http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webform_without_API_calls Agents who would be assigned to the Queue in his "My Queues" and have the notification enabled gets a chance to grab the ticket, lock it, respond, close... ==Ticket History== On Jul 02, 2011 @ 02:48 pm, [email protected] wrote: I'm a bit at loss here, what is it exactly that you propose? -- Mike ------ On Jul 02, 2011 @ 02:46 pm, [email protected] wrote: 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 Jul 02, 2011 @ 02:46 pm, [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 Jul 02, 2011 @ 02:45 pm, [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 > ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/607
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