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

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