Re: [otrs] Ticket History

Hi, 1) TicketID != TicketNumber . You can get the TicketID via the URL, you can see in the browser. Open the ticket and you should see something like "Action=AgentTicketZoom;TicketID=..." 2) Maybe the agent didn't move the ticket himself/herself, but did an action that triggered an event module or an generic agent 3) Where your otrs log is stored depends on your system. On Windows it's in in the /var/log folder, but on Linux many systems use Syslog as the logging backend. Then you have to look at /var/log/syslog Kind regards, Renée On 20.08.2015 21:34, Nick Bright wrote:

On 8/20/2015 1:27 PM, Jan.Dreyer@bertelsmann.de wrote:

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Hi.

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Am 20.08.2015 um 18:55 schrieb Nick Bright :

Is there any more detail for ticket history available in the database that might not be in the UI?

I have a ticket which had its' ownership changed, and moved to another queue.

The Agent whom the action was logged under states that they didn't take the action, and all other queried employees stated "I didn't touch that ticket".

So, how can I determine what actually happened with this ticket?

For example, is the IP address of the agent logged in the DB somewhere - maybe I could see what machine it was? No, you could try and look into the webservers’ access log. Look for the ticket-id. That may give you some insight. But usually you can count on OTRS’ logging: If it says user XY moved a ticket, he did. Of course it’s possible he/she wasn’t careful with his/her login credentials, so someone else fiddled with the data as that user. If that is a good excuse is on your decision ... I looked for the ticket number in the web server log, and didn't get any hits. I also didn't see anything in /opt/otrs/var/log/*.

Maybe ticket-id and ticket number aren't the same thing?

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