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

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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