We are looking at implementing OTRS for our call center / customer support. Turnover is high because we mainly hire college age kids. I read in the manual in Chapter 5 - page 41 that "to keep consistency of the data for OTRS it is not possible to delete a user." Has anyone found a workaround for this or is part of a future release? I am concerned that after a couple of months, I will have more invalid users than live. Thanks! Nathan Campbell Systems Administrator Dallas Symphony Association n.campbell@dalsym.com mailto:n.campbell@dalsym.com 214-871-4026 http://www.dallassymphony.com http://www.dallassymphony.com/
Hallo. No, ther is imho no option to do this. Just recycle old agent accounts by renaming it to the new agent. -- Best regards André Bauer System: Debian 3.1 / Apache 2.0.54 / MySQL 4.1.11 / OTRS 2.0.4 ============================================ NC> We are looking at implementing OTRS for our call center / customer NC> support. Turnover is high because we mainly hire college age kids. I NC> read in the manual in Chapter 5 - page 41 that "to keep consistency of NC> the data for OTRS it is not possible to delete a user." NC> Has anyone found a workaround for this or is part of a future release? I NC> am concerned that after a couple of months, I will have more invalid NC> users than live. NC> Thanks! NC> Nathan Campbell NC> Systems Administrator NC> Dallas Symphony Association NC> n.campbell@dalsym.com mailto:n.campbell@dalsym.com NC> 214-871-4026 NC> http://www.dallassymphony.com http://www.dallassymphony.com/
Nathan Campbell wrote:
We are looking at implementing OTRS for our call center / customer support. Turnover is high because we mainly hire college age kids. I read in the manual in Chapter 5 – page 41 that “to keep consistency of the data for OTRS it is not possible to delete a user.”
Has anyone found a workaround for this or is part of a future release? I am concerned that after a couple of months, I will have more invalid users than live.
Tickets have an associated agent and if you'd delete only the agent you'd have an inconsistent database. And deleting all associated tickets is not really an option I think. What is the problem of keeping around old users? It's not like a user entry in the database takes up a lot of space. Nils Breunese.
Nathan Campbell wrote:
We are looking at implementing OTRS for our call center / customer support. Turnover is high because we mainly hire college age kids. I read in the manual in Chapter 5 – page 41 that “to keep consistency of the data for OTRS it is not possible to delete a user.”
Has anyone found a workaround for this or is part of a future release? I am concerned that after a couple of months, I will have more invalid users than live.
As far as I know, it is the assignment of the call that can cause a problem once the user is deleted. For such cases it would be nice to somehow assign these calls to other users at the moment the user is removed. My idea for a future release (or for a maintenance tool that walks the database) CBee
participants (4)
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André Bauer -
Corne Beerse -
Nathan Campbell -
Nils Breunese (Lemonbit Internet)