Hi Martin,

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

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 ?

Thanks for your answer and time.

BR,

Laurent MINOST

Le jeudi 06 septembre 2007 à 16:47 +0200, Martin Edenhofer a écrit : 
Hi Laurent,

Laurent Minost schrieb:

> Anyone here who knows of an X-OTRS header which would allow to set the
> owner of a new created ticket please ?
> Searched for an X-OTRS-Owner header but it seems ot doesn't exist yet.
>
> Any personal source-code modifications, add-on to implement this feature
> would be gratefully appreciate :).

There is currently no implementation of X-OTRS-Owner or X-OTRS-Lock,
because it is against the philosophy. :)

 -=> Do nothing based on a individual person (what is if somebody is on
vacation or somebody is not available). Do everything queue based.

Greetings,

  -Martin
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