Changing State/Notify/Pending without being the ticket owner
Hi @all, Our Scenario envisions one Person responsible for all tickets, who is delegating each ticket actively to multiple employees. The Workflow needs this Person to be able to change ticket state, notifications, etc. without being the owner of the ticket anymore, but i can't seem to find such a setting in SysConfig. I half-solved the problem by activating the Responsibility-Module and it sort of works - with setting the delegating person as responsible in each and every ticket, but i can't find a way to automagically set this person as responsible (like, for example, a X-OTRS-Responsible flag in Postmaster Filter?) Am i on the wrong track? How can i solve this issue? Gruß Stefan Knott _________________________ nbsp GmbH Softwarehaus & IT-Dienstleister Steinweg 56, D-94315 Straubing Tel. +49 9421 7847-275 Fax: +49 9421 7847-150 email: knott@nbsp.de http://www.nbsp.de http://www.sitefusion.de http://www.besseres-hosting.de _________________________________________________________ Rechtsform: Gesellschaft mit beschränkter Haftung, Sitz Straubing Registergericht: Straubing HRB 10736, Geschäftsführer: Mario Kandler
Hi, Stefan: El Jueves, 31 de Julio de 2008 16:29, Stefan Knott escribió:
Hi @all,
Our Scenario envisions one Person responsible for all tickets, who is delegating each ticket actively to multiple employees. The Workflow needs this Person to be able to change ticket state, notifications, etc. without being the owner of the ticket anymore, but i can't seem to find such a setting in SysConfig.
I half-solved the problem by activating the Responsibility-Module and it sort of works - with setting the delegating person as responsible in each and every ticket, but i can't find a way to automagically set this person as responsible (like, for example, a X-OTRS-Responsible flag in Postmaster Filter?)
I think you understood it backwards: since your "responsible" is the ultimate "holder" of the ticket status, is he the one that should be the ticket owner while those working on the ticket are "responsible" for its inner working. So try this: make your "responsible person" to be the owner of all tickets and let him set the technician who will be in fact working on the ticket as responsible. -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro@andago.com
Hi Jesús, thanks for your fast reply! Your suggestion sounds sensible. However, i also fail to discern how to automatically set the owner on a new ticket? Gruß Stefan Knott _________________________ nbsp GmbH Softwarehaus & IT-Dienstleister Steinweg 56, D-94315 Straubing Tel. +49 9421 7847-275 Fax: +49 9421 7847-150 email: knott@nbsp.de http://www.nbsp.de http://www.sitefusion.de http://www.besseres-hosting.de _________________________________________________________ Rechtsform: Gesellschaft mit beschränkter Haftung, Sitz Straubing Registergericht: Straubing HRB 10736, Geschäftsführer: Mario Kandler -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Jesús M. Navarro Gesendet: Donnerstag, 31. Juli 2008 16:54 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Changing State/Notify/Pending without being the ticketowner Hi, Stefan: El Jueves, 31 de Julio de 2008 16:29, Stefan Knott escribió:
Hi @all,
Our Scenario envisions one Person responsible for all tickets, who is delegating each ticket actively to multiple employees. The Workflow needs this Person to be able to change ticket state, notifications, etc. without being the owner of the ticket anymore, but i can't seem to find such a setting in SysConfig.
I half-solved the problem by activating the Responsibility-Module and it sort of works - with setting the delegating person as responsible in each and every ticket, but i can't find a way to automagically set this person as responsible (like, for example, a X-OTRS-Responsible flag in Postmaster Filter?)
I think you understood it backwards: since your "responsible" is the ultimate "holder" of the ticket status, is he the one that should be the ticket owner while those working on the ticket are "responsible" for its inner working. So try this: make your "responsible person" to be the owner of all tickets and let him set the technician who will be in fact working on the ticket as responsible. -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro@andago.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
Hi again, can somebody point me in the right direction to solve this problem? Thanks in advance, Stefan -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Stefan Knott Gesendet: Donnerstag, 31. Juli 2008 16:59 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Changing State/Notify/Pending without being theticketowner Hi Jesús, thanks for your fast reply! Your suggestion sounds sensible. However, i also fail to discern how to automatically set the owner on a new ticket? Gruß Stefan Knott -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Jesús M. Navarro Gesendet: Donnerstag, 31. Juli 2008 16:54 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Changing State/Notify/Pending without being the ticketowner Hi, Stefan: El Jueves, 31 de Julio de 2008 16:29, Stefan Knott escribió:
Our Scenario envisions one Person responsible for all tickets, who is delegating each ticket actively to multiple employees. The Workflow needs this Person to be able to change ticket state, notifications, etc. without being the owner of the ticket anymore, but i can't seem to find such a setting in SysConfig.
I half-solved the problem by activating the Responsibility-Module and it sort of works - with setting the delegating person as responsible in each and every ticket, but i can't find a way to automagically set this person as responsible (like, for example, a X-OTRS-Responsible flag in Postmaster Filter?)
I think you understood it backwards: since your "responsible" is the ultimate "holder" of the ticket status, is he the one that should be the ticket owner while those working on the ticket are "responsible" for its inner working. So try this: make your "responsible person" to be the owner of all tickets and let him set the technician who will be in fact working on the ticket as responsible. -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro@andago.com
I've solved the problem. 1. in /opt/otrs-css/Kernel/System/PostMaster/NewTicket.pm, ~Line 158ff: # create new ticket # stk 050808 Add ResponsibleID, OwnerID via new Headers X-OTRS-*ID my $NewTn = $Self->{TicketObject}->TicketCreateNumber(); my $TicketID = $Self->{TicketObject}->TicketCreate( TN => $NewTn, Title => $GetParam{Subject}, QueueID => $QueueID, Lock => $GetParam{'X-OTRS-Lock'} || 'unlock', Priority => $Priority, State => $State, Type => $GetParam{'X-OTRS-Type'} || '', Service => $GetParam{'X-OTRS-Service'} || '', SLA => $GetParam{'X-OTRS-SLA'} || '', CustomerID => $GetParam{'X-OTRS-CustomerNo'}, CustomerUser => $GetParam{'X-OTRS-CustomerUser'}, OwnerID => $GetParam{'X-OTRS-OwnerID'} || $Param{InmailUserID}, UserID => $Param{InmailUserID}, ResponsibleID => $GetParam{'X-OTRS-ResponsibleID'} || '', ); 2. in Admin::SysConfig::Ticket -> Core::Postmaster::PostmasterX-Header: add statuses X-OTRS-ResponsibleID und X-OTRS-OwnerID 3. in Admin::PostmasterFilter: add filters. to set a responsible person for all tickets: hit: To -> .* (always hits) set: X-OTRS-ResponsibleID: ID of system-user from DB To set a Ticket-Owner automagically: hit: To -> me@foo.bar set: X-OTRS-OwnerID: ID of system-user from DB X-OTRS-Lock: lock Gruß Stefan Knott _________________________ nbsp GmbH Softwarehaus & IT-Dienstleister Steinweg 56, D-94315 Straubing Tel. +49 9421 7847-275 Fax: +49 9421 7847-150 email: knott@nbsp.de http://www.nbsp.de http://www.sitefusion.de http://www.besseres-hosting.de _________________________________________________________ Rechtsform: Gesellschaft mit beschränkter Haftung, Sitz Straubing Registergericht: Straubing HRB 10736, Geschäftsführer: Mario Kandler -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Stefan Knott Gesendet: Dienstag, 5. August 2008 07:29 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Changing State/Notify/Pending without beingtheticketowner Hi again, can somebody point me in the right direction to solve this problem? Thanks in advance, Stefan -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Stefan Knott Gesendet: Donnerstag, 31. Juli 2008 16:59 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Changing State/Notify/Pending without being theticketowner Hi Jesús, thanks for your fast reply! Your suggestion sounds sensible. However, i also fail to discern how to automatically set the owner on a new ticket? Gruß Stefan Knott -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Jesús M. Navarro Gesendet: Donnerstag, 31. Juli 2008 16:54 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Changing State/Notify/Pending without being the ticketowner Hi, Stefan: El Jueves, 31 de Julio de 2008 16:29, Stefan Knott escribió:
Our Scenario envisions one Person responsible for all tickets, who is delegating each ticket actively to multiple employees. The Workflow needs this Person to be able to change ticket state, notifications, etc. without being the owner of the ticket anymore, but i can't seem to find such a setting in SysConfig.
I half-solved the problem by activating the Responsibility-Module and it sort of works - with setting the delegating person as responsible in each and every ticket, but i can't find a way to automagically set this person as responsible (like, for example, a X-OTRS-Responsible flag in Postmaster Filter?)
I think you understood it backwards: since your "responsible" is the ultimate "holder" of the ticket status, is he the one that should be the ticket owner while those working on the ticket are "responsible" for its inner working. So try this: make your "responsible person" to be the owner of all tickets and let him set the technician who will be in fact working on the ticket as responsible. -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro@andago.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
participants (2)
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Jesús M. Navarro -
Stefan Knott