I like postmaster-based assignment of customers described earlier. I may
try to implement that too, but my issue is with ownership.

One of my coworkers made the excellent point that this auto-assigning method
will break down as soon as an agent goes on vacation (assuming the
postmaster logic doesn't look at the out of office status).

Instead, I just wrote a SOAP based tool that looks for tickets with user ID
1 as the owner. If the ticket has an agent-created article (other than
agent #1), the last person to contribute becomes the owner (presumably we'll
catch it before he/she goes on holiday).

Considering the very small number of tickets where this occurs I'll be fine
with that approach.

Thanks again for all of the discussion.

Hugh

Ticket History

A standard function of emailing is the redirect function.

In Outlook this is called “Send again”.
In OTRS this function is called “Bounce”

I don’t like both terminologies tbh. but this is another discussion :-)
If you use this function, then the Email to OTRS is still send “From” the original customer.

But, both methods don’t solve your request - root@localhost will still be set as the owner.

I think, a working solution would be to extend the PostMaster Filter to be able to assign Agent, Responsible and Watcher by using X-Headers.
This way you could match for mail from and rcpt to and other headers to fetch the new sender (the Agent), without loosing the information of customer details.

However, this would require a bit of development. If you wan to get this supported I recommend to contact enjoy@otrs.com.
Or you can create a new entry on http://otrsteam.ideascale.com first to see if other people would like to have the same function. Community development not excluded :-)

If a user had sent me a ticket-worthy request, I'd forward the email to the
ticket email with my code word in the body.
#customer customeremail@domain.tld

The postmaster filter gets it then the ticket gets created and assigned to
the customer.
http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webform_without_API_calls

Agents who would be assigned to the Queue in his "My Queues" and have the
notification enabled gets a chance to grab the ticket, lock it, respond,
close...

I'm a bit at loss here, what is it exactly that you propose?
--
Mike

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

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/

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 <nils.leideck@leidex.net
> 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 <nils.leideck@leidex.net> 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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