This is how it works on my system: When raising a ticket, the Owner and Responsible drop-downs only contain people who have the selected queue in 'My Queues' on their profile. I think this will be why you can't see it. - Regards, Robert From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: 13 June 2011 14:32 To: User questions and discussions about OTRS. Subject: Re: [otrs] Access to Owner and Responsible in Phone and Email tickets Owner and responsible will be available for Agents that are members of the groups to which the queues belong. On Sun, Jun 12, 2011 at 9:34 PM, Ned Schumann wrote: In a 3.0.x system we'd like to assign Owner and Responsible when creating Phone and Email tickets. Both those options only offer '-' as options despite Users with 'rw' permission for the 'From queue'. Please point to documentation that explains how to do this. With thanks, ned --------------------------------------------------------------------- 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

loaded, but not selected? On Wed, Jun 15, 2011 at 9:05 PM, Ned Schumann wrote:

Thank you to Gerald Young and Robert Poreba for your responses.

Gerald writes ... "Owner and responsible will be available for Agents that are members of the groups to which the queues belong."

By default, OTRS appears to set Agents into the 'user' group. By default it also associates the group 'users' to the queues Junk, Misc, Postmaster and Raw. Thus Gerald's condition that the Agents be members of the groups to which the queues belong appears to be met.

Robert's observation that "When raising a ticket, the Owner and Responsible drop-downs only contain people who have the selected queue in ‘My Queues’ on their profile" appears to be satisfied as each Agent has, by default, his My Queues *loaded with Junk, Misc, Postmaster and Raw.*

Perhaps a Queue other than Junk, Misc, Postmaster or Raw needs to be defined?

With thanks, ned --------------------------------------------------------------------- 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,   There is no options from OTRS GUI, you can do from DB side i.e you can truncate the tables, truncate will remove the data from OTRS   Regards Rohit Singh rohit.singh@rsgss.com     On June 16, 2011 at 8:52 AM xxx wrote:

Hi,

I'm using OTRS 2.4.7 and 3.0.8 , I want to delete the historical old tickets from OTRS , for exmaple, deleting the tickets generatged before May, 2009 ,but I can't find how to remove these tikets in OTRS GUI.

Can someone help me?

Thanks

Justin

Hi Rohit, On Thu, Jun 16, 2011 at 07:19, Rohit wrote:

There is no options from OTRS GUI, you can do from DB side i.e you can truncate the tables, truncate will remove the data from OTRS

You should NOT remove data from the database directly. Rather use a GenericAgent job to search & delete the tickets. If you remove data directly from the database it's rather easy to leave it in an inconsistent state. -- Mike