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

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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I agree about that goal. However, at least in my organization, there are a few users who hesitate to use the support system at all - they just email agents directly. Then, as you well know, it is impossible for anyone else in the team to participate in the support. I thought this might be a way to encourage those users to do (from my perspective) the right thing. Hugh On 10/15/10, Michiel Beijen wrote:

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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If a user had sent me a ticket-worthy request, I'd forward the email to the ticket email with my code word in the body. #customer customeremail@domain.tld The postmaster filter gets it then the ticket gets created and assigned to the customer. http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webfor... Agents who would be assigned to the Queue in his "My Queues" and have the notification enabled gets a chance to grab the ticket, lock it, respond, close... On Fri, Oct 15, 2010 at 9:09 AM, Hugh Kelley wrote:

I agree about that goal.

However, at least in my organization, there are a few users who hesitate to use the support system at all - they just email agents directly. Then, as you well know, it is impossible for anyone else in the team to participate in the support.

I thought this might be a way to encourage those users to do (from my perspective) the right thing.

Hugh

I like postmaster-based assignment of customers described earlier. I may try to implement that too, but my issue is with ownership. One of my coworkers made the excellent point that this auto-assigning method will break down as soon as an agent goes on vacation (assuming the postmaster logic doesn't look at the out of office status). Instead, I just wrote a SOAP based tool that looks for tickets with user ID 1 as the owner. If the ticket has an agent-created article (other than agent #1), the last person to contribute becomes the owner (presumably we'll catch it before he/she goes on holiday). Considering the very small number of tickets where this occurs I'll be fine with that approach. Thanks again for all of the discussion. Hugh On Mon, Oct 18, 2010 at 1:10 PM, Nils Leideck - ITSM < nils.leideck@leidex.net> wrote:

A standard function of emailing is the redirect function.

In Outlook this is called “Send again”. In OTRS this function is called “Bounce”

I don’t like both terminologies tbh. but this is another discussion :-) If you use this function, then the Email to OTRS is still send “From” the original customer.

But, both methods don’t solve your request - root@localhost will still be set as the owner.

I think, a working solution would be to extend the PostMaster Filter to be able to assign Agent, Responsible and Watcher by using X-Headers. This way you could match for mail from and rcpt to and other headers to fetch the new sender (the Agent), without loosing the information of customer details.

However, this would require a bit of development. If you wan to get this supported I recommend to contact enjoy@otrs.com. Or you can create a new entry on http://otrsteam.ideascale.com first to see if other people would like to have the same function. Community development not excluded :-)

On 18.10.2010, at 18:05, Gerald Young wrote:

If a user had sent me a ticket-worthy request, I'd forward the email to the ticket email with my code word in the body. #customer customeremail@domain.tld

The postmaster filter gets it then the ticket gets created and assigned to the customer.

http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webfor...

Agents who would be assigned to the Queue in his "My Queues" and have the notification enabled gets a chance to grab the ticket, lock it, respond, close...

On Fri, Oct 15, 2010 at 9:09 AM, Hugh Kelley wrote:

...

I agree about that goal.

However, at least in my organization, there are a few users who hesitate to use the support system at all - they just email agents directly. Then, as you well know, it is impossible for anyone else in the team to participate in the support.

I thought this might be a way to encourage those users to do (from my perspective) the right thing.

Hugh

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Cheers, Nils

— Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project

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Hi Hugh, the link to the customer user database is defined by setting a customer user login, not by customer id. When you are connected to an Active Directory the customer user login is the samaccountname. On 19.10.2010, at 01:30, Hugh Kelley wrote:

I've implemented the Postmaster-based assignment of X-OTRS-CustomerNo, which works fine for setting the customer ID (email address). Unfortunately, the user name, telephone, etc. are still mine.

I don't know if this is relevant, but this user has never sent a ticket via email or logged into the portal, though he is eligible for LDAP auto sync if he ever does.

Furthermore, I still see the tickets under my ID when I log into the customer portal.

Hugh

On Mon, Oct 18, 2010 at 3:28 PM, Hugh Kelley wrote: I like postmaster-based assignment of customers described earlier. I may try to implement that too, but my issue is with ownership.

One of my coworkers made the excellent point that this auto-assigning method will break down as soon as an agent goes on vacation (assuming the postmaster logic doesn't look at the out of office status).

Instead, I just wrote a SOAP based tool that looks for tickets with user ID 1 as the owner. If the ticket has an agent-created article (other than agent #1), the last person to contribute becomes the owner (presumably we'll catch it before he/she goes on holiday).

Considering the very small number of tickets where this occurs I'll be fine with that approach.

Thanks again for all of the discussion.

Hugh

On Mon, Oct 18, 2010 at 1:10 PM, Nils Leideck - ITSM wrote: A standard function of emailing is the redirect function.

In Outlook this is called “Send again”. In OTRS this function is called “Bounce”

I don’t like both terminologies tbh. but this is another discussion :-) If you use this function, then the Email to OTRS is still send “From” the original customer.

But, both methods don’t solve your request - root@localhost will still be set as the owner.

I think, a working solution would be to extend the PostMaster Filter to be able to assign Agent, Responsible and Watcher by using X-Headers. This way you could match for mail from and rcpt to and other headers to fetch the new sender (the Agent), without loosing the information of customer details.

However, this would require a bit of development. If you wan to get this supported I recommend to contact enjoy@otrs.com. Or you can create a new entry on http://otrsteam.ideascale.com first to see if other people would like to have the same function. Community development not excluded :-)

On 18.10.2010, at 18:05, Gerald Young wrote:

...

If a user had sent me a ticket-worthy request, I'd forward the email to the ticket email with my code word in the body. #customer customeremail@domain.tld

The postmaster filter gets it then the ticket gets created and assigned to the customer. http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webfor...

Agents who would be assigned to the Queue in his "My Queues" and have the notification enabled gets a chance to grab the ticket, lock it, respond, close...

On Fri, Oct 15, 2010 at 9:09 AM, Hugh Kelley wrote: I agree about that goal.

However, at least in my organization, there are a few users who hesitate to use the support system at all - they just email agents directly. Then, as you well know, it is impossible for anyone else in the team to participate in the support.

I thought this might be a way to encourage those users to do (from my perspective) the right thing.

Hugh

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Cheers, Nils

— Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project

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Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project