Hi Neil,
One thing you could do is change the owner directly through the mysql database.
You'll need the ticket number, in the ticket zoom view it looks like this;
[ Zoom Ticket#: 2009073163000063 ]
You just want the number from the string above.
Firstly login to your database on the command line as a user who can
update tables.
Now, get the id of the person who you want to own the ticket, replace
<username> below with the actual login name that the person uses to
log into otrs;
SELECT id,login FROM users WHERE login="<username>";
Then, using the id returned from the above statement, update the
ticket using the ticket number to make sure you're updating the right
one. Replace <userid> with the id number you just got and replace
<ticketnumber> with the ticket number from the ticket;
UPDATE ticket SET user_id="<userid>" WHERE tn="<ticketnumber>";
Now go back into your OTRS and check the ticket.
It should have the user you selected as the owner.
Hope that helps,
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/8/5 Gator SLP
Hello all,
just joined the group and hope you can help me out.
I am admin for our OTRS but seem unable to do anything with a ticket that a user accidentally changed owner to blank. Due to her changing owner to blank, it is now assigned to "n/a (System OTRS)".
I can't move it to spam, close it, do anything to it. Always says im not owner and so cant take this action. She can also not touch it, same error about not being owner. I assume you can't login as system otrs user so unsure what to do.
all i want is to either close or remove this ticket.
any help much appreciated.
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