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 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
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