Hi Alex, On Thu, Sep 25, 2003 at 11:52:02AM -0400, Alex Kelly wrote:
We have just recently started using OTRS in production. Today one of my users reported to me that there is no logging of a lock when the ownership is changed. We are not using the most current OTRS release, and I am not sure if this has been mentioned before (I have tried to search on bugzilla, but come up empty). I can see how this could be the desired result, because if the ownership is changed, you would assume that the ticket is locked by that user. But, since it specifically logs all other ticket locks, I thought this may be an oversight.
DETAILS: We are running OTRS 1.1.1 on RedHat Linux 9. Steps: 1. User A creates a ticket from phoneview. 2. User A locks the ticket by default. If you view the history of the ticket, one of the entries will say "Lock Ticket Lock User A" 3. User A cannot work on the ticket, so they change the ownership to User B. 4. If you look at the history, you will see "OwnerUpdate New owner is "User B". 5. The ticket is now locked by "User B" but there is no log entry stating "Lock Ticket Lock User B"
There is no lock history entry because the ticket is still locked (no lock change). Just the owner changed. I think this is ok (IMO).
Thanks, Alex Kelly
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972