I'm a bit at loss here, what is it exactly that you propose? -- Mike
On Fri, Oct 15, 2010 at 3:09 PM, Hugh Kelley <[email protected]> wrote: > I agree about that goal. > > However, at least in my organization, there are a few users who > hesitate to use the support system at all - they just email agents > directly. Then, as you well know, it is impossible for anyone else in > the team to participate in the support. > > I thought this might be a way to encourage those users to do (from my > perspective) the right thing. > > Hugh > > On 10/15/10, Michiel Beijen <[email protected]> wrote: >> 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 > --------------------------------------------------------------------- > 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
