X-OTRS-Owner like header ?
Hi, 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 :). Thanks by advance. BR Laurent MINOST
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
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 _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
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 ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success!
Good, i do not dislike beautifying :) thanks a lot for your answer and sorry for my english that is surely not "ideal" (I'm french) :o) This mailing list is a pleasure, that's the best way to go on quickly with OTRS by having a direct contact and answers from its developers ! Thanks again. BR, Laurent MINOST Le jeudi 06 septembre 2007 à 17:33 +0200, Martin Edenhofer a écrit :
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
((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
participants (2)
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Laurent Minost -
Martin Edenhofer