Actually, there was a design reason behind it; it's that we think it's bad practice to assign tickets to a named user; you should rather assign it to a single group.
That said, there probably can be use cases for not having this restriction. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com True Ownership and Control of Your Data: Free 30-day Trial for OTRS OnDemand: http://www.otrsondemand.com/ On Fri, Oct 15, 2010 at 2:55 AM, Hugh Kelley <[email protected]> wrote: > So far that seems like the best approach. I'll perform a ticket search for > all tickets owned by 1 and with a (human) agent-created article. > > The last agent to contribute will probably become the lucky owner. > > It seems that the ACL and Generic Agents can't search/filter by owner ID. > Out of curiosity, is there some design reason behind that? > > Hugh > > > On Mon, Oct 4, 2010 at 8:13 AM, Nils Leideck - ITSM > <[email protected]> wrote: >> >> Hi, >> >> Unfortunately this can’t be searched by OTRS directly. >> >> You could write a simple SOAP script for that, which you could then >> execute by Cron or the GenericAgent. >> The SOAP script can also assign a new user if wanted. >> >> The logic is then up to you or actually up to the script writer ;-) >> >> >> On 04.10.2010, at 23:02, Hugh Kelley wrote: >> >> > That's an interesting idea. Unfortunately, I'm not sure the postmaster >> > can determine programatically who the owner should be. >> > >> > Is there any way to edit the "before closing" validation so that I >> > could check there >> > >> > (owner ID != 1)? >> > >> > Hugh >> > >> > On 10/2/10, Nils Leideck - ITSM <[email protected]> wrote: >> >> Hi, >> >> >> >> You could use the GenericAgent to change the owner. >> >> >> >> On 02.10.2010, at 02:19, Hugh Kelley wrote: >> >> >> >>> We have a relatively "open" permission model for our tickets. Most >> >>> agents >> >>> can add notes or replies without owning the ticket. As a result, some >> >>> tickets go all the way to resolution without having the ID changed. >> >>> >> >>> This means that some get closed with the root user (#1) as the owner. >> >>> Is >> >>> there a way to force this ID to be changed to a "valid" user within >> >>> the >> >>> UI? >> >> >> >> Freundliche Grüße / Kind regards >> >> >> >> Nils Leideck >> >> >> >> -- >> >> Nils Leideck >> >> Senior Consultant >> >> >> >> [email protected] >> >> [email protected] >> >> >> >> 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 >> >> Freundliche Grüße / Kind regards >> >> Nils Leideck >> >> -- >> Nils Leideck >> Senior Consultant >> >> [email protected] >> [email protected] >> >> 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
