Re: [otrs] Ticket History

On 8/20/2015 1:27 PM, Jan.Dreyer@bertelsmann.de wrote:

Hi.

...

Am 20.08.2015 um 18:55 schrieb Nick Bright :

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/*.

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