Re: [otrs] Prevent User ID 1 / root from Owning tickets

15 Oct 2010

      I agree about that goal.

However, at least in my organization, there are a few users who
hesitate to use the support system at all - they just email agents
directly. Then, as you well know, it is impossible for anyone else in
the team to participate in the support.

I thought this might be a way to encourage those users to do (from my
perspective) the right thing.

Hugh

On 10/15/10, Michiel Beijen  wrote:
...
Actually, there was a design reason behind it; it's that we think it's
bad practice to assign tickets to a named user; you should rather
assign it to a single group.
That said, there probably can be use cases for not having this restriction.
Michiel Beijen
Senior Consultant
OTRS BV
Schipholweg 103
2316 XC  Leiden
The Netherlands
T: +31 71 8200 255
F: +31 71 8200 254
I:  http://www.otrs.com
True Ownership and Control of Your Data: Free 30-day Trial for OTRS
OnDemand: http://www.otrsondemand.com/
On Fri, Oct 15, 2010 at 2:55 AM, Hugh Kelley  wrote:
...
So far that seems like the best approach.  I'll perform a ticket search
for
all tickets owned by 1 and with a (human) agent-created article.
The last agent to contribute will probably become the lucky owner.
It seems that the ACL and Generic Agents can't search/filter by owner ID.
Out of curiosity, is there some design reason behind that?
Hugh
On Mon, Oct 4, 2010 at 8:13 AM, Nils Leideck - ITSM
 wrote:
...
Hi,
Unfortunately this can’t be searched by OTRS directly.
You could write a simple SOAP script for that, which you could then
execute by Cron or the GenericAgent.
The SOAP script can also assign a new user if wanted.
The logic is then up to you or actually up to the script writer ;-)
On 04.10.2010, at 23:02, Hugh Kelley wrote:
...
That's an interesting idea. Unfortunately, I'm not sure the postmaster
can determine programatically who the owner should be.
Is there any way to edit the "before closing" validation so that I
could check there
(owner ID != 1)?
Hugh
On 10/2/10, Nils Leideck - ITSM  wrote:
...
Hi,
You could use the GenericAgent to change the owner.
On 02.10.2010, at 02:19, Hugh Kelley wrote:
...
We have a relatively "open" permission model for our tickets.  Most
agents
can add notes or replies without owning the ticket.  As a result,
some
tickets go all the way to resolution without having the ID changed.
This means that some get closed with the root user (#1) as the owner.
 Is
there a way to force this ID to be changed to a "valid" user within
the
UI?
Freundliche Grüße / Kind regards
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leideck@leidex.net
nils.leideck@otrs.com
http://webint.cryptonode.de / a Fractal project
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Freundliche Grüße / Kind regards
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leideck@leidex.net
nils.leideck@otrs.com
http://webint.cryptonode.de / a Fractal project
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