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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