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...

Ticket History

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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