is it possible to anonymize tickets?
Hey folks, following situation: due to some data security restrictions i would appreciate a possibility to impersonalize tickets in one way or another. Why I would like to do that would be another story which is not of relevance here and would take too long to explain. Fact is, that I do need a way to get rid of the option to analyze which agent has closed how much tickets in a certain timeframe. I thought about several options but all of them seem not to be possible with OTRS due to the systems default setup. One option I thought about was to set the actual ticket owner simply to "admin", removing role and lock checks and being fine in the end. Seemed to work well unless I noticed that OTRS automatically sets an owner once you either close a ticket or set its priority. Another thought was to set up an generic agent which takes all already closed tickets and resets their owner to admin. Seemed also to work well unless I noticed that the initial closing entry is still located in the history tab and there seems not to be any option to erase the history without database injections or disabling the history functionality completely. Anybody else a clue how such a scenario could be realized? With kind regards, Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella@studienkreis.de mailto:mgrzella@studienkreis.de www.studienkreis.de http://www.studienkreis.de/ AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber
Dear Mark, On 22.06.2011, at 16:09, Grzella, Mark wrote:
due to some data security restrictions i would appreciate a possibility to impersonalize tickets in one way or another. Why I would like to do that would be another story which is not of relevance here and would take too long to explain. Fact is, that I do need a way to get rid of the option to analyze which agent has closed how much tickets in a certain timeframe. I thought about several options but all of them seem not to be possible with OTRS due to the systems default setup.
One option I thought about was to set the actual ticket owner simply to “admin”, removing role and lock checks and being fine in the end. Seemed to work well unless I noticed that OTRS automatically sets an owner once you either close a ticket or set its priority.
Another thought was to set up an generic agent which takes all already closed tickets and resets their owner to admin. Seemed also to work well unless I noticed that the initial closing entry is still located in the history tab and there seems not to be any option to erase the history without database injections or disabling the history functionality completely.
Anybody else a clue how such a scenario could be realized?
Why not just delete tickets with the Generic Agent? Cheers, Nils -- Nils Leideck http://webint.cryptonode.de / a Fractal project
Hey, well because i would like to keep track of how many tickets have been solved in a certain category at all to check hardware stability, possible need of user training and stuff but not of KPI triggers like which agent close how much of what. Why should one use a ticket system at all if I would delete tickets after they have been solved...Outlook would work fine for such a purpose and I would not have to configure OTRS :) with kind regards, Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella@studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nils Leideck Gesendet: Mittwoch, 22. Juni 2011 16:44 An: User questions and discussions about OTRS. Betreff: Re: [otrs] is it possible to anonymize tickets? Dear Mark, On 22.06.2011, at 16:09, Grzella, Mark wrote:
due to some data security restrictions i would appreciate a possibility to impersonalize tickets in one way or another. Why I would like to do that would be another story which is not of relevance here and would take too long to explain. Fact is, that I do need a way to get rid of the option to analyze which agent has closed how much tickets in a certain timeframe. I thought about several options but all of them seem not to be possible with OTRS due to the systems default setup.
One option I thought about was to set the actual ticket owner simply to "admin", removing role and lock checks and being fine in the end. Seemed to work well unless I noticed that OTRS automatically sets an owner once you either close a ticket or set its priority.
Another thought was to set up an generic agent which takes all already closed tickets and resets their owner to admin. Seemed also to work well unless I noticed that the initial closing entry is still located in the history tab and there seems not to be any option to erase the history without database injections or disabling the history functionality completely.
Anybody else a clue how such a scenario could be realized?
Why not just delete tickets with the Generic Agent? Cheers, Nils -- Nils Leideck http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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
Hi, I do not know the inner workings of OTRS, but a low-practical "solution" would be to let everyone log on as the same generic user. Another way could be to restrict access to the reporting/analyzing, so it would only be accessible to the right people. Or perhaps even let agents not use OTRS, until they need to close the ticket, and then do so with a custom generic agent made for just that ticket. (I think that working through generic agents would be somewhat difficult and remove some (a lot) of the ease of use that otrs delivers, but that's just me) -- /Sune T. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Grzella, Mark Sent: 22. juni 2011 16:51 To: User questions and discussions about OTRS. Subject: Re: [otrs] is it possible to anonymize tickets? Hey, well because i would like to keep track of how many tickets have been solved in a certain category at all to check hardware stability, possible need of user training and stuff but not of KPI triggers like which agent close how much of what. Why should one use a ticket system at all if I would delete tickets after they have been solved...Outlook would work fine for such a purpose and I would not have to configure OTRS :) with kind regards, Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella@studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nils Leideck Gesendet: Mittwoch, 22. Juni 2011 16:44 An: User questions and discussions about OTRS. Betreff: Re: [otrs] is it possible to anonymize tickets? Dear Mark, On 22.06.2011, at 16:09, Grzella, Mark wrote:
due to some data security restrictions i would appreciate a possibility to impersonalize tickets in one way or another. Why I would like to do that would be another story which is not of relevance here and would take too long to explain. Fact is, that I do need a way to get rid of the option to analyze which agent has closed how much tickets in a certain timeframe. I thought about several options but all of them seem not to be possible with OTRS due to the systems default setup.
One option I thought about was to set the actual ticket owner simply to "admin", removing role and lock checks and being fine in the end. Seemed to work well unless I noticed that OTRS automatically sets an owner once you either close a ticket or set its priority.
Another thought was to set up an generic agent which takes all already closed tickets and resets their owner to admin. Seemed also to work well unless I noticed that the initial closing entry is still located in the history tab and there seems not to be any option to erase the history without database injections or disabling the history functionality completely.
Anybody else a clue how such a scenario could be realized?
Why not just delete tickets with the Generic Agent? Cheers, Nils -- Nils Leideck http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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
I agree on almost all counts with Sune. Anything you don't want the wrong
people to see, you can remove them from the appropriate access groups. I'm
not such a big fan of everyone having the same login, though I will admit it
was my first thought. It's incredibly insecure, though.
On Wed, Jun 22, 2011 at 10:55 AM, Sune T. Tougaard
Hi,
I do not know the inner workings of OTRS, but a low-practical "solution" would be to let everyone log on as the same generic user.
Another way could be to restrict access to the reporting/analyzing, so it would only be accessible to the right people.
Or perhaps even let agents not use OTRS, until they need to close the ticket, and then do so with a custom generic agent made for just that ticket. (I think that working through generic agents would be somewhat difficult and remove some (a lot) of the ease of use that otrs delivers, but that's just me)
-- /Sune T.
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Grzella, Mark Sent: 22. juni 2011 16:51 To: User questions and discussions about OTRS. Subject: Re: [otrs] is it possible to anonymize tickets?
Hey,
well because i would like to keep track of how many tickets have been solved in a certain category at all to check hardware stability, possible need of user training and stuff but not of KPI triggers like which agent close how much of what.
Why should one use a ticket system at all if I would delete tickets after they have been solved...Outlook would work fine for such a purpose and I would not have to configure OTRS :)
with kind regards,
Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella@studienkreis.de www.studienkreis.de
AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nils Leideck Gesendet: Mittwoch, 22. Juni 2011 16:44 An: User questions and discussions about OTRS. Betreff: Re: [otrs] is it possible to anonymize tickets?
Dear Mark,
On 22.06.2011, at 16:09, Grzella, Mark wrote:
due to some data security restrictions i would appreciate a possibility to impersonalize tickets in one way or another. Why I would like to do that would be another story which is not of relevance here and would take too long to explain. Fact is, that I do need a way to get rid of the option to analyze which agent has closed how much tickets in a certain timeframe. I thought about several options but all of them seem not to be possible with OTRS due to the systems default setup.
One option I thought about was to set the actual ticket owner simply to "admin", removing role and lock checks and being fine in the end. Seemed to work well unless I noticed that OTRS automatically sets an owner once you either close a ticket or set its priority.
Another thought was to set up an generic agent which takes all already closed tickets and resets their owner to admin. Seemed also to work well unless I noticed that the initial closing entry is still located in the history tab and there seems not to be any option to erase the history without database injections or disabling the history functionality completely.
Anybody else a clue how such a scenario could be realized?
Why not just delete tickets with the Generic Agent?
Cheers, Nils
-- Nils Leideck http://webint.cryptonode.de / a Fractal project
--------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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
Hey, well may sound a bit odd but using one generic login is also not an option as well as simply restricting reporting access, as explicit concern is the DATABASE CONTENT and not the webfrontend itself. As said, it would be enough already if one could turn of that history functionality in OTRS but I have not yet found a way to do so. Will test another option by the end of the week so and see if works what I have in mind at the moment. I am just wondering no one yet was faced with such a problem at all as it seems. with kind regards, Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella@studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Sune T. Tougaard Gesendet: Mittwoch, 22. Juni 2011 16:55 An: User questions and discussions about OTRS. Betreff: Re: [otrs] is it possible to anonymize tickets? Hi, I do not know the inner workings of OTRS, but a low-practical "solution" would be to let everyone log on as the same generic user. Another way could be to restrict access to the reporting/analyzing, so it would only be accessible to the right people. Or perhaps even let agents not use OTRS, until they need to close the ticket, and then do so with a custom generic agent made for just that ticket. (I think that working through generic agents would be somewhat difficult and remove some (a lot) of the ease of use that otrs delivers, but that's just me) -- /Sune T. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Grzella, Mark Sent: 22. juni 2011 16:51 To: User questions and discussions about OTRS. Subject: Re: [otrs] is it possible to anonymize tickets? Hey, well because i would like to keep track of how many tickets have been solved in a certain category at all to check hardware stability, possible need of user training and stuff but not of KPI triggers like which agent close how much of what. Why should one use a ticket system at all if I would delete tickets after they have been solved...Outlook would work fine for such a purpose and I would not have to configure OTRS :) with kind regards, Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella@studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nils Leideck Gesendet: Mittwoch, 22. Juni 2011 16:44 An: User questions and discussions about OTRS. Betreff: Re: [otrs] is it possible to anonymize tickets? Dear Mark, On 22.06.2011, at 16:09, Grzella, Mark wrote:
due to some data security restrictions i would appreciate a possibility to impersonalize tickets in one way or another. Why I would like to do that would be another story which is not of relevance here and would take too long to explain. Fact is, that I do need a way to get rid of the option to analyze which agent has closed how much tickets in a certain timeframe. I thought about several options but all of them seem not to be possible with OTRS due to the systems default setup.
One option I thought about was to set the actual ticket owner simply to "admin", removing role and lock checks and being fine in the end. Seemed to work well unless I noticed that OTRS automatically sets an owner once you either close a ticket or set its priority.
Another thought was to set up an generic agent which takes all already closed tickets and resets their owner to admin. Seemed also to work well unless I noticed that the initial closing entry is still located in the history tab and there seems not to be any option to erase the history without database injections or disabling the history functionality completely.
Anybody else a clue how such a scenario could be realized?
Why not just delete tickets with the Generic Agent? Cheers, Nils -- Nils Leideck http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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
who has access directly to the database? and.. why? and why are they
security-wise able to directly access the database yet not be allowed to
know what's in it?
On Wed, Jun 22, 2011 at 11:07 AM, Grzella, Mark
Hey,
well may sound a bit odd but using one generic login is also not an option as well as simply restricting reporting access, as explicit concern is the DATABASE CONTENT and not the webfrontend itself.
As said, it would be enough already if one could turn of that history functionality in OTRS but I have not yet found a way to do so.
Will test another option by the end of the week so and see if works what I have in mind at the moment.
I am just wondering no one yet was faced with such a problem at all as it seems.
with kind regards,
Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella@studienkreis.de www.studienkreis.de
AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Sune T. Tougaard Gesendet: Mittwoch, 22. Juni 2011 16:55 An: User questions and discussions about OTRS. Betreff: Re: [otrs] is it possible to anonymize tickets?
Hi,
I do not know the inner workings of OTRS, but a low-practical "solution" would be to let everyone log on as the same generic user.
Another way could be to restrict access to the reporting/analyzing, so it would only be accessible to the right people.
Or perhaps even let agents not use OTRS, until they need to close the ticket, and then do so with a custom generic agent made for just that ticket. (I think that working through generic agents would be somewhat difficult and remove some (a lot) of the ease of use that otrs delivers, but that's just me)
-- /Sune T.
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Grzella, Mark Sent: 22. juni 2011 16:51 To: User questions and discussions about OTRS. Subject: Re: [otrs] is it possible to anonymize tickets?
Hey,
well because i would like to keep track of how many tickets have been solved in a certain category at all to check hardware stability, possible need of user training and stuff but not of KPI triggers like which agent close how much of what.
Why should one use a ticket system at all if I would delete tickets after they have been solved...Outlook would work fine for such a purpose and I would not have to configure OTRS :)
with kind regards,
Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella@studienkreis.de www.studienkreis.de
AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nils Leideck Gesendet: Mittwoch, 22. Juni 2011 16:44 An: User questions and discussions about OTRS. Betreff: Re: [otrs] is it possible to anonymize tickets?
Dear Mark,
On 22.06.2011, at 16:09, Grzella, Mark wrote:
due to some data security restrictions i would appreciate a possibility to impersonalize tickets in one way or another. Why I would like to do that would be another story which is not of relevance here and would take too long to explain. Fact is, that I do need a way to get rid of the option to analyze which agent has closed how much tickets in a certain timeframe. I thought about several options but all of them seem not to be possible with OTRS due to the systems default setup.
One option I thought about was to set the actual ticket owner simply to "admin", removing role and lock checks and being fine in the end. Seemed to work well unless I noticed that OTRS automatically sets an owner once you either close a ticket or set its priority.
Another thought was to set up an generic agent which takes all already closed tickets and resets their owner to admin. Seemed also to work well unless I noticed that the initial closing entry is still located in the history tab and there seems not to be any option to erase the history without database injections or disabling the history functionality completely.
Anybody else a clue how such a scenario could be realized?
Why not just delete tickets with the Generic Agent?
Cheers, Nils
-- Nils Leideck http://webint.cryptonode.de / a Fractal project
--------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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
participants (4)
-
Gerald Young -
Grzella, Mark -
Nils Leideck -
Sune T. Tougaard