Hi Laurent,

Laurent Minost schrieb:

> Isn't it possible for another agent to (force) take tickets owned at a
> specific moment by another agent ?

Do you mean something like a agent-email-interface (where a agent can
take over, lock, unlock, answer, ...) tickets?

> In our case unlock timeout is configured for the queue, so no real
> "problem" if someone is unavailable or on vacation ...
>
> Therefore, purpose of my question was above all for importing old
> tickets data from another ticket software. This would have been very
> useful to me ...

Now I understand what you mean. Maybe you find a solution by using the
generic agent.

> At the moment as a "workaround" as I wasn't able to find an OTRS
> configuration to do it at import/ticket creation time, I did a
> post-importation PHP script to modify via SQL queries values of user_id
> / responsible_user_id / change_by / create_by in tickets table. Do you
> see any other informations in SQL tables that need to be updated please ?

Only for beautifying; ticket_history and article change_by / create_by.
But only for beautifying (would also work without).

> BR,

  -Martin

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