On 8/20/2015 1:27 PM, [email protected] wrote:
Hi.
Am 20.08.2015 um 18:55 schrieb Nick Bright <[email protected]>:
Is there any more detail for ticket history available in the database that
might not be in the UI?
I have a ticket which had its' ownership changed, and moved to another queue.
The Agent whom the action was logged under states that they didn't take the action, and
all other queried employees stated "I didn't touch that ticket".
So, how can I determine what actually happened with this ticket?
For example, is the IP address of the agent logged in the DB somewhere - maybe
I could see what machine it was?
No, you could try and look into the webservers’ access log. Look for the
ticket-id. That may give you some insight. But usually you can count on OTRS’
logging: If it says user XY moved a ticket, he did. Of course it’s possible
he/she wasn’t careful with his/her login credentials, so someone else fiddled
with the data as that user. If that is a good excuse is on your decision ...
I looked for the ticket number in the web server log, and didn't get any
hits. I also didn't see anything in /opt/otrs/var/log/*.
Maybe ticket-id and ticket number aren't the same thing?
--
-----------------------------------------------
- Nick Bright -
- Vice President of Technology -
- Valnet -=- We Connect You -=- -
- Tel 888-332-1616 x 315 / Fax 620-331-0789 -
- Web http://www.valnet.net/ -
-----------------------------------------------
- Are your files safe? -
- Valnet Vault - Secure Cloud Backup -
- More information & 30 day free trial at -
- http://www.valnet.net/services/valnet-vault -
-----------------------------------------------
This email message and any attachments are intended solely for the use of the
addressees hereof. This message and any attachments may contain information
that is confidential, privileged and exempt from disclosure under applicable
law. If you are not the intended recipient of this message, you are prohibited
from reading, disclosing, reproducing, distributing, disseminating or otherwise
using this transmission. If you have received this message in error, please
promptly notify the sender by reply E-mail and immediately delete this message
from your system.
---------------------------------------------------------------------
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
