
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? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

Hi.
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 ... Regards — Jan Dreyer IT Administrator — Operations — A-SCM-IT IOX Expert This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the information in this email is strictly forbidden.

On 8/20/2015 1:27 PM, Jan.Dreyer@bertelsmann.de wrote:
Hi.
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? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

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
On 8/20/2015 1:27 PM, Jan.Dreyer@bertelsmann.de wrote:
Hi.
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?
-- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de
participants (3)
-
Jan.Dreyer@bertelsmann.de
-
Nick Bright
-
Renee B