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Problem about updating owner in...

Jesus Rivera

8 Feb 2017 8 Feb '17

4:24 p.m.

Good morning, I would like to generate reports on how many tickets an agent makes, but according to our way of working, there is a supervisor who closes the ticket, the problem is that when the ticket is closed, it is left with the owner of the ticket, there will be some form That a person closes a ticket without being left as owner?

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Carlos Rodríguez

8 Feb 8 Feb

4:38 p.m.

Hi Jesus, Apparently this information is no accessible trough the normal statistics GUI, if you need a custom report please contact otrs sales department at sales@otrs.com mailto:sales@otrs.com ((enjoy)) Carlos Rodríguez

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On Feb 8, 2017, at 10:24 AM, Jesus Rivera wrote:

Good morning, I would like to generate reports on how many tickets an agent makes, but according to our way of working, there is a supervisor who closes the ticket, the problem is that when the ticket is closed, it is left with the owner of the ticket, there will be some form That a person closes a ticket without being left as owner? --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

Gerald Young

9 Feb 9 Feb

2:29 p.m.

A supervisor can use "Note" with next state "closed successful", which will not change owner of ticket. On Wed, Feb 8, 2017 at 11:24 AM, Jesus Rivera wrote:

...

Good morning, I would like to generate reports on how many tickets an agent makes, but according to our way of working, there is a supervisor who closes the ticket, the problem is that when the ticket is closed, it is left with the owner of the ticket, there will be some form That a person closes a ticket without being left as owner?

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Jesus Rivera

4:05 p.m.

Thanks for the reply, interesting proposal, but how do I get that field of change of state when it is going to make the note? Since I do not see that field, where I enable that field to change state? On 09/02/17 10:29, Gerald Young wrote:

...

A supervisor can use "Note" with next state "closed successful", which will not change owner of ticket.

On Wed, Feb 8, 2017 at 11:24 AM, Jesus Rivera mailto:jriverar@anzoategui.gob.ve> wrote:

Good morning, I would like to generate reports on how many tickets an agent makes, but according to our way of working, there is a supervisor who closes the ticket, the problem is that when the ticket is closed, it is left with the owner of the ticket, there will be some form That a person closes a ticket without being left as owner?

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Susan Dittmar

4:17 p.m.

Am 09.02.2017 um 17:05 schrieb Jesus Rivera:

...

how do I get that field of change of state when it is going to make the note? Since I do not see that field, where I enable that field to change state?

In sysconfig, Frontend::Agent::Ticket::ViewNote, via Ticket::Frontend::AgentTicketNote###State you allow or disallow changing the ticket state when writing a note. Via Ticket::Frontend::AgentTicketNote###StateType you define which states can be chosen there. HTH, Susan

Jesus Rivera

4:21 p.m.

Excellent, I was going to answer them! I just came across that solution and I worked! Thank you very much! On 09/02/17 12:17, Susan Dittmar wrote:

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Am 09.02.2017 um 17:05 schrieb Jesus Rivera:

...
how do I get that field of change of state when it is going to make the note? Since I do not see that field, where I enable that field to change state? In sysconfig, Frontend::Agent::Ticket::ViewNote, via

Ticket::Frontend::AgentTicketNote###State

you allow or disallow changing the ticket state when writing a note.

Via

Ticket::Frontend::AgentTicketNote###StateType

you define which states can be chosen there.

HTH, Susan

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participants (4)

Carlos Rodríguez
Gerald Young
Jesus Rivera
Susan Dittmar